Basic information on tourism in EU countries as well as in Iceland

Transcription

Basic information on tourism
in EU countries as well as in
Iceland and Norway
Joint project ECC-Net
2007
Content:
Foreword
List of countries
The European Consumer Centres` Network
Foreword
THE EUROPEAN CONSUMER CENTRES` (ECC) Network consists of centres in 25
European countries as well as Iceland and Norway, and is co-financed by the Health and
consumer Protection Directorate-General of the European Commission and each of the
member countries.
The aim of the Network is to create consumer confidence in the internal market by providing
consumers with information on their rights within the European Union and giving advice and
assistance in the resolution of their cross-border complaints and disputes.
As part of their work, the European Consumer Centres` carry out information campaigns
designed to educate consumers of their rights, publish information materials and websites,
give presentation and talks, answer consumers´ questions about their rights under European
legislation, and assist them in the resolution of cross-border disputes. They offer feedback
information to the European Commission based on its practical experiences of case handling.
The purpose of this report, that was initiated by the ECC in Germany, is to highlight the
relevant information concerning travelling in EU countries, as well as Iceland and Norway,
and to provide consumers with a quick orientation when they run into difficulties.
This brochure will provide you with information about tourism in Austria, Cyprus, Czech
Republic, Denmark, France, Greece, Germany, Iceland, Italy, Luxemburg, Malta, the
Netherlands, Norway, Poland, Portugal, Slovakia and Slovenia. You will find practical advice
and important legal information covering the different topics. The participants of this joint
project have tried to include the relevant information concerning consumer protection when
travelling to above mentioned countries. The information provided is not fully detailed on all
points and should be viewed as a guide not as a verbatim statement of the law.
List of countries
Austria
Cyprus
Czech Republic
Denmark
France
Greece
Germany
Iceland
Italy
Luxemburg
Malta
The Netherlands
Norway
Poland
Portugal
Slovakia
Slovenia
The European Consumer Centres` Network
You can find further information and a complete list of all ECCs under:
http://europa.eu.int/comm/consumers/redress/ecc_network/index_en.htm
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TOURISM IN AUSTRIA
Arrival, shopping and taxi
Border controls:
♦
In general, there are no more border controls at the internal borders of Schengen States. However,
if necessary,random inspections may be carried out. The same regulation applies to air traffic at
Austrian airports with regard to flights to other Schengen States. In order to prove one’s identity
in the case of a random inspection, travellers have to carry their ID cards or passports within the
Schengen area.
♦
Citizens of Austria’s neighbouring States, citizens of EU Member States and citizens of States
that have agreements with Austria (e.g. Australia, Israel, Japan, Canada, New Zealand, the
United States) do not need a visa to enter Austria. Citizens of countries not mentioned above
need a valid visa when entering Austria.
♦
EU – citizens and citizens of Switzerland can enter Austria with an official ID card or a passport
no longer out of date than five years.
♦
When travelling children need an own passport or have to be registered in one of their parents
passport. They also need to be accompanied by one of their parents.
♦
According to the Schengen agreement, travellers coming from Non EU Member States (which
are visa compulsive) are allowed to enter Austria’s territory with a valid Schengen visa, issued
from every Schengen State, without an additional visa for Austria provided that the Schengen
visa is not limited for entries to other countries.
You will find further information on this topic on the website of the Austrian Ministry for Foreign
Affairs: www.aussenministerium.at.
Travelling with pets:
♦
Every pet needs an identity card that includes the last valid anti-rabies vaccination. For cats, dogs
und ferrets a pet pass (=Heimtierausweis) can be used.
♦
Every pet has to be identified by a readable tattoo or a recognisable chip.
♦
Travellers from Non EU Member States are allowed to take maximum 5 pets per person, an
additional certificate either in German or English is required.
♦
A pet not older than 12 weeks must be identified by a tattoo or chip and needs a pet pass
(=Heimtierausweis). The pet must not be vaccinated against rabies and it is important that it was
kept at its birth’s place since its birth.
♦
Animals which aren’t older than 12 weeks and come from Non EU Member States are liable to
medical border controls.
♦
Preserved animal food or animal fodders containing raw materials for animal feed can be taken
on a journey without additional documentation.
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♦
Please note: Due to the bird flu, there are different regulations for birds in tourism traffic till at
least 31 December 2007.
You will find further information under:
http://bmgf.cms.apa.at
♦
Customs allowances for duty free import of products (intended for personal use ) from EUMember States to Austria:
-
800 cigarettes
400 small cigars (of a weight less than 3 grammes each)
200 cigars
1 kg of cigarette tobacco
10 liters of spirits
90 liters wine (thereof maximal 60 liters of sparkling wine)
110 liters of beer
Duty free shopping on direct trips within the European Union is not possible any more.
Please note, however, that the quantities for duty free import of tobacco goods from the new EU
Member States Estonia, Latvia, Lithuania, Poland, Slovakia, Slovenia, Czech Republic and Hungary
are lower.
♦
Age Limit: Import of tobacco goods and alcohol products is allowed from the age of 17.
♦
For goods coming from duty-free shops the Customs allowances for the duty free import
of products coming from Non EU Member States are applicable.
♦
Customs Allowances for duty free import of goods and products (intended for personal
use or as presents) from Non EU-Member States to Austria:
-
Tobacco goods (for each person from the age of 17):
-
-
Either 200 cigarettes or 100 small cigars (of a weight less than 3 grammes each) or 50
cigars or 250 grammes of tobacco or a proportionale combination of these goods.
Alcoholic beverages (for each person from the age of 17):
-
Either 1 liter of spirits with no more than 22 % vol of alcohol content or
-
2 liter of spirits, appetisers of wine, alcohol, saki or similar beverages with
-
maximal 22 % vol of alcohol content; sparkling wine, liqueur wine or
-
a proportionate combination of these goods and 2 liter of non-sparkling wine
-
50 grammes of perfumes and 0, 25 liter of eau de toilettes
-
Pharmaceuticals for personal use during travel
♦
Any goods other than the goods mentioned above at a total price of Euro 175 per person.
♦
Travellers cannot add together their customs allowances.
♦
Travel equipment intended for personal use during the stay in Austria can be imported formless
and tax-free provided that import bans do not exist (concerning new products, such as camera
equipment, a proof of purchase has to be carried along).
Source: www.austria.info
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Useful phone numbers:
Emergency telephone codes:
Emergency doctor: 144
Emergency doctors-radio service: 141
Alpine rescue service: 140 (in Vorarlberg: 144)
Euro-emergency call: 112
Fire brigade: 122
Police: 133
Information on envenomation : 01/406 43 43
First Care (medical first aid for foreign tourists): 79 580 580
Emergency dentists (Vienna and environs): 01/512 20 78
Emergency cave care: 0662/144
ÖAMTC breakdown service: 120
ARBÖ breakdown service: 123
EUAC (Europäischer Automobil und Verkehrsclub/European Automobile and Traffic Club) home
country: 0800 214 18 80
abroad: +43 1 214 18 80
Pharmacies (tape recorder service): 1550
Further information: www.bestof-austria.at, www.notruf.at
In case of loss of ID cards, keys, cars und other items
In case of loss of credit or cash cards call following numbers:
Visacard 01/711 11-770
American Express +49 (0) 69 9797 2424 Germany!
Diners Club 07114/200274; 01/501 35-5
Mastercard / Eurocard 01 717 01/4500 Fax: 01 717 01/1500
Loss of cash cards 0800 20 48 80-0
Telephones
♦
The international dialing code for Austria is 0043
♦
For coin and phone cards of Telecom Austria (Austrian telephone service supplier) only
one telephone zone for the entire country without temporary differentation does exist.
Phone cards at the price of Euro 3,60 (with the nominal value of Euro 3,64) and at the
price of Euro 6,90 (with the nominal value of 7,28) can be bought at every post office
and at Austrian tobacconists.
♦
Directory enquiries:
-
-
National including Germany: 11811
Abroad excluding Germany: 11812
Mobile phones:
♦
GSM-mobile phones can be used in Austria. GSM-networks of 900 and of 1800 MHz-radius
exist in Austria.
CB-radio sets:
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CB-radio sets with no more than 40 channels and receiving only FM modulation, can be used
free of charge.
Shopping
Opening hours:
♦
Legally permitted opening hours:
-
♦
Monday till Friday from 5 a.m. till 9 p.m.
Saturdays till 6 p.m.
Actual opening hours vary from 9.a.m. till 6 p.m. (groceries usually open
at 8 a.m.), on Saturdays till 1 or 5 p.m. There are special regulations
on longer opening hours in tourism centres. Shops at railway stations and
airports are sometimes open until 11 p.m. during circulation time.
Tobacco products are avialable at original prices at tobacconists (Tabaktrafik), and with a
surcharge at hotels, restaurants and coffee houses.
Favoured souvenirs:
♦
♦
Costumes and costumes’ decorations, loden clothes from Salzburg and Tyrol, embroideries from
Vorarlberg, oven wares, china wares, glasswares, crystalwares and lovely woodcarvings.
Tirolean Shale Oil, Mozart chocolates, famous Vienna Sacher cakes, Zauner-Stollen from Bad
Ischl, delicious wine sorts from Burgenland and Lower Austria (Niederösterreich) and many
kinds of schnapps and brandies.
Refund of Value-Added Tax (VAT):
♦
Foreign tourists with their place of residence outside the EU territory can obtain a refund of the
VAT on the products they buy in Austria provided that the purchase amounts to more than Euro
75,--. They have to complete certain customs formalities directly at the store in which the
products are bought. Afterwards the goods have to be taken out of Austria within 3 months,
which has to be confirmed by a stamp form the EU border customs office. The VAT refund
voucher that allows a tax refund upon leaving the EU market, is available at all stores displaying
the signs “Global Refund TAX FREE SHOPPING” or “Premier TAX FREE”.
♦
Please note that the refund of the Value-Added Tax (VAT) is not possible for tourisits having
their place of residence within the European Union.
For further information please contact:
Global Refund Austria GmbH
Zetschegassse 17
1230 Vienna
Austria
Tel: +43 1 798 44 00
Fax: +43 1 798 40 44
Email: [email protected]
Website: www.globalrefund.com
Premier Tax Free GmbH
Invalidenstrasse 1/6
1030 Vienna
Austria
Tel: 0043 1 718464611
Fax: 0043 1 718464640
Email:[email protected]
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Website: www.premiertaxfree.com
Currency
♦
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♦
As a Member of the European Union Austria is part of the Economic and Monetary
Union, which implicated launch of the Euro as a common currency within the European
Union.
1 Euro = 100 Cent
The following Euro-banknotes and Euro-coins are in circulation:
- Banknotes of 5, 10, 20, 50, 100 and 500 Euro.
- Coins of 1 and 2 Euro and of 1, 2, 5, 10, 20 and 50 Cents.
♦
Banknotes und Coins of the former Austrian currency – Schilling – can be exchanged
without a time limit and free of charge to Euro-banknotes and coins at the Austrian
National Bank.
♦
For any other foreign means of payment the current exchange rate is valid.
♦
When entering or leaving the European Union with € 10.000 or more in cash or its equivalent in
other currencies or easily convertible assets (bonds, shares, traveller’s cheques) the sum has to be
declared at the relevant customs control point.
More information can be found on the following website:
♦
Opening hours of banks (in general):
-
♦
♦
http://ec.europa.eu/taxation_customs/customs/customs_controls/cash_controls/index_en.htm
http://www.bmf.gv.at/Zoll/InformationenfrReisende/AnmeldepflichtfrRei_6863/_start.htm
Monday, Tuesday, Wednesday, Friday from 8 a.m. till 12:30 a.m. and from 1:30 p.m. till 3
p.m. , Thursday from 8 a.m. till 12:30 a.m. and from 1:30 p.m. till 5:30 p.m.
Outside opening hours money can be taken at any time at one of the 3.000 cash machines in
entire Austria. National and foreign Maestro-cards (cash cards) are accepted. In addition the
following other cash cards can be used: national and foreign MasterCards, American Expresscards, Visa cards und Diners credit cards and (as a part of this payment system) Cirrus cards and
Visa-Plus-cash cards.
Credit cards are accepted widely by hotels, restaurants, shops and petrol stations in cities, towns
and tourism centres. Card logos displayed on the entrance doors indicate if and what kind of
cards are accepted.
Taxi
♦
Cabs in the bigger Austrian cities are provided with an official taximeter. The costs are calculated
with regard to the driven distances and time. There is no extra amount for luggage transport for
taxi services in Vienna.
♦
Regarding taxi drives from Vienna to the airport an additional amount of about 10 Euro can be
charged by the taxi driver for his return from the airport to the city. Besides special Airport-taxis
intended only for drives from and to the airport do exist. These taxis have to be booked in
advance. They charge a fixed price (including luggage) without additional charge for an empty
drive.
Postal services
♦
Postal services – opening hours:
-
Opening hours of post offices: 8 a.m. – 12 a.m. and 2 p.m. – 6 p.m.
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Some of the post offices – in bigger towns – also offer limited services during nights and on
Saturdays, Sundays und holidays.
Postal rates:
♦
There are two types of dispatch for abroad correspondency:
-
Priority (the fastest transportation of letters)
Economy (is cheaper than Priority but the delivery takes longer)
♦
There are 2 distance zones: Europe and World
♦
Standard letters (up to a weight of 20 grammes) are usually send by Priority without any
additional fee.
Postal rates for standard letters and post cards:
Priority
♦
Up to a weight of 20 grammes:
-
♦
0,55 Euro for European correspondency, 1,25 Euro for worldwide correspondency.
-
1,10 Euro for European correspondency, ¨
-
1,75 Euro for worldwide correspondency .
Economy
♦
-
1 Euro for European correspondency,
-
1,25 Euro for worldwide correspondency
♦
There is no differnce between “Priority” and “Economy” for national correspondency.
♦
National postal rates:
-
Ordinary letters und post cards (up to a weight of 20 grammes): 0,55 Euro
Stamps are available at every post office.
Austrian letter boxes are yellow, red stripes on it indicate additional collections on Sundays
and holidays.
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Accomodation
The Austrian lodging services are divided into the following official categories:
*****
****
***
**
*
luxury hotel
first-class lodging service
upmarket hotel, bed and breakfast place, guesthouse
intermediary hotel, bed and breakfast place, guesthouse
ordinary hotel, bed and breakfast place, guesthouse
The Austrian Environment Label for tourism services is a mark of quality recognizing the
environmental and social awareness and a high qualitative standard of a tourism enterprise.
A list of enterprises marked with the above mentioned label can be found on the website
www.umweltzeichen.at
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Travelling by car
♦
The Austrian traffic rules and road signs generally conform to other European countries.
♦
Please note: There is an obligation to pay a road charge at every expressway and highway in
Austria for cars and motorcycles. The necessary vignette/road tax disc can be bought at the
national driver clubs ÖAMTC and ARBÖ, at tobacconists and petrol stations.
♦
In the neighbouring countries the vignette/road tax disc is available at particular driver clubs and at the
petrol stations close to Austria’s borders.
♦
Driving licences of EEA and EU Member States are accepted in Austria. Travellers coming from
other countries have to possess an international driving licence if no agreement between Austria
and their home country exists. Relevant information can be obtained at national automobile clubs
or at ÖAMTC or ARBÖ in Austria).
♦
Foreign tourists cars have to carry a plate of their home country on the back of the car.
♦
When entering Austria it is allowed to carry 10 liters of fuel in an extra canister in addition to the
fuel carried in the car tank.
♦
Speed limits (which are in force if there is no different regulation by road signs):
♦
Passenger cars and motorbikes:
-
♦
Traveler mobils up to a weight of maximum 3.500 kg:
-
♦
on main roads: 100 km/h
on highways: 130 km/h
within cities between the local roadboards: 50 km/h
Local area: 50 km/h
Highways: 100 km/h
motorways: 130 km/h
There is an obligation to wear a warn waistcoat at Austrian roadways outside built-up areas. This
means that a waistcoat of a reflective colour has to be carried in the car and has to be put on when
getting out of the car in case of a car accident or breakdown. In case of traffic controls you can be
required to show the waistcoat.
For further information the automobile clubs ARBÖ www.arboe.at and ÖAMTC www.oeamtc.at can
be contacted.
♦
Children unter the age of 14 and not taller than 150 cm have to be transported in an appropriate
child’s safety seat.
♦
A legal blood alcohol level limit of 0,5 millilitres exists in Austria. In case of exceedance fines
can be imposed. Under certain circumstances deprivation of the driving licence is possible.
♦
It is an obligation in Austria to wear a seat belt.
♦
A driver is allowed to talk only by a hands-free telefon device when driving. The hands-free
telefon device has to be set up in such a way that all the device elements can be used only by one
hand and the driver is not disturbed when using it during driving.
♦
Car and motorcycle drivers are obliged to switch on the dim light also during the day.
♦
When driving a motor cyce it is obligatory to wear a crash-helmet.
♦
Every petrol station in Austria provides lead free regular-grade petrol with 91 Octan content,
Euro-Super (lead free regular-grade petrol with 95 Octan content) and Super Plus (lead free
regular-grade petrol with 98 Octan content). It is forbidden to sell lead-plated petrol. For cars
without a catalyzer an additive is available at petrol stations.
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♦
In case of a traffic accident with personal injury the police has to be contacted immediately. In
case of a traffic accident with a car damage the police has to be contacted if the identity of the
other driver cannot be proved. There is a special break down service of ÖAMTC and ARBÖ that
operates day and night and can be contacted by any driver. ÖAMTC and ARBÖ charge fees to
non-members when providing breakdown assistance.
♦
Parking time in short parking areas (“blue areas”) can vary between 30 minutes and 3 hours. The
exact parking time is usually displayed by road signs placed in front of the parking area.
Appropriate road signs do not have to be rerun at every crossroad. A parking disk (available at
every tobacconist) for free of charge short time parking and a parking ticket (available at
tobacconists and petrol stations) for chargeable short time parking is be required.
♦
Rental cars can be rented at every airport, at bigger railway stations and in cities (budget, AVIS,
Europcar-Interrent, Hertz and many other rent companies). Furthermore many international car
leasings run reservation offices in many countries, so that travellers can rent a car in advance to
special conditions from their home place.
Furhter information: www.austria.info
AOB - Any Other Business:
Bus:
Public bus traffic services include more than 2.800 scheduled lines. Almost all of the most important
places for tourism worth seeing can be reached by bus
Central Bus Information: 01/711 01
Mountain railways:
There are about 3.100 cable railways, chairlifts und ski tows in use in Austria. Many of them lead to
altitudes of 3.000 meters.
Travelling time:
The months July, August, Christmas and Easter time are high seasons. Therefore you are
recommended to make a booking in advance regarding transportation as well as accommodation.
Concerning this matter, you should take a look at numerous Austrian offers from travel agencies in
time.
Electricity:
There is an alternating current of 220 V in Austria. Connector plugs/sockets usually conform to the
European Standards. However, as a precaution, you should take an adaptor with you.
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Travelling by plane
♦
♦
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The following Airports offer daily service of national and foreign flights:
Wien-Schwechat,Graz, Innsbruck, Klagenfurt, Linz and Salzburg.
The central airport information is available under the following number:
(0)1/7007/2231 or 2232.
Airport-Shuttle-Service: The City Airport train (CAT) runs between the centre of Vienna (from
the railway station Wien Mitte) to the airport Wien - Schwechat.
Running time:16 minutes
Buses run between the airport Wien - Schwechat and the railway stations Südbahnhof or
Westbahnhof.
Further information: www.austria.info , www.cityairporttrain.com
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Travelling by train
♦
Information on time-tables, fares and service activities are available at ticket desks of the
National Austrian Railways, travel agencies, automobile clubs and mobility call centers under the
following number: +43/051717 or on the website of the National Austrian Railway www.oebb.at
.
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Health care
Medical care, pharmacies:
♦
Medical care is provived and pharmacies are run all over the country. Pharmacies also offer night
and Sunday services by turns. Pharmacies that are closed inform about the next opened
pharmacy.
Health insurance coverage:
♦
Travellers insured in EEA-Member States (e.g. EU-Member States + Island, Liechtenstein and
Norway) and Switzerland, Bosnia and Herzegovina, Yugoslavia, Croatia and Macedonia can ask
for medical support to the same conditions as persons insured in Austria. They have to submit a
holiday health insurance cetificate issued by their national Health Insurance Institution before the
beginning of their journey to Austria. National Health Insurance Institutions provide for futher
information regarding this matter.
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TOURISM IN CYPRUS
Arrival,shopping and taxi
♦
Cyprus is a member of the EU and follows the Schengen Agreement provisions regarding border control.
All EU citizens, as well as citizens from Switzerland, Iceland, Liechtenstein and Norway, do not need a
visa to enter Cyprus. They only have to present their passport or an ID card.
♦
Before you travel, make sure that your passport is valid or you will be subject to a fine in case of police
inspection.
♦
The legal ports of entry into the Republic of Cyprus are the airports of Larnaka and Pafos and the ports of
Larnaka, Lemesos (Limassol) and Pafos, which are situated in the area under the effective control of the
Republic of Cyprus. Any entry into the territory of the Republic of Cyprus via any other port or airport in
the area of Cyprus, in which the Government of the Republic does not exercise effective control (Turkish
occupied area), is illegal.
Customs Allowances
♦
There are no limits on what you can buy and take with you when you travel in EU countries, as long as it is
for personal use and not for resale.
♦
VAT and duty are included in the price you pay and since these vary from country to country, you may
want to take advantage of some interesting price differences. For guidance, goods are considered to be for
your own use if you have no more than:
800 cigarettes or
200 cigars or
400 cigarillos or 1 kg of tobacco
10 litres of alcoholic beverage or
90 litres of wine and
110 litres of beer
20 litre fortified wine (such as port or cherry)
♦
There is no limit for perfume.
♦
Tobacco and alcohol allowances are not available to passengers under 18 years old.
♦
The luggage allowance for most flights is 20 kilos.
♦
In the baggage claim area of the airport one can find ATM’s, telephones, restrooms and luggage carts.
♦
According to the national law, the importation, possession and use of narcotic drugs and psychotropic
substances is strictly prohibited.
♦
The importation of agricultural products or propagating stock, such as fruit, vegetables, cut-flowers, dry
nuts, seeds, bulbs, bulb-wood sticks, cuttings, etc., without the approval of the competent authorities, is
prohibited.
Travelling with your Pets
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♦
According to the EU Regulation 998/2003/EC and the relevant national legislation, the non-commercial
entry of companion animals into the territory of the Republic of Cyprus through the officially assigned by
the government entry posts (airports, harbours, marinas) is allowed, if they fulfil the relative, for their
country of origin, provisions set forth by the Veterinary Services of the Republic of Cyprus. In particular:
−
The animals should be transported in cages, which are made in accordance with the IATA
specifications.
−
Upon arrival, either the Veterinary Officer or the Customs Officer on duty, on behalf of the Veterinary
Services at the point of entry, inspects each animal’s accompanying documents.
−
The animal will be allowed to enter without being subjected to quarantine, if it fulfils the relative to its
case veterinary provisions.
−
The veterinary officer in charge decides, according to the veterinary provisions in force, if the animal to
enter will be subjected to quarantine or enter without being subjected to quarantine.
Taxi
♦
The transurban service (shared) taxis, offers the opportunity to share a taxi with 4-8 other passengers. It
provides connection between all major towns of Cyprus (Lefkosia, Lemesos, Larnaka, and Pafos), every
half hour, Monday to Friday from 06.00-18.00, Saturday and Sunday from 07.00-17.00. Seats can be
booked by phone and passengers can be collected from and dropped to, at any place they wish, within the
municipal boundaries.
♦
Rural taxis are allowed to be hired from their base station only. An exception is permitted, when hiring is
made at the airport or seaport, where the taxi driver must present such document providing the collection
of certain customers. Taximeters in rural taxis are not installed. Charging commences upon the entry of a
passenger in the taxi as follows:
−
Tariff I: Single trip (06.00-20.30 hrs) 0, 53 Euro per km. Return trip 0, 43 Euro per km.
−
Tariff II: Single trips at night (20:30-06.00) 0, 53 Euro per km. Return trip 0, 60 Euro per km.
−
For every luggage, weighing more than 31kg, will be charged at 0, 44 Euro per piece.
−
Delay or waiting time charge: For tariff I 12, 08 Euro per hour. For tariff II 15, 74 Euro per hour.
−
Minimum charge: 3, 04 Euro.
♦
Urban taxis can be booked by phone or be hired from the street. They are provided with taximeters and
charging commences upon the entrance of a passenger in the taxi.
♦
We kindly advise you to always ask the taxi driver for a receipt. This will be very helpful, in case of a
problem regarding charges, or forgotten/missing luggage, since the receipt indicates all details concerning
the taxi driver and the vehicle.
USEFUL PHONE NUMBERS
Police/Fire Brigade/First Aid/Ambulance: 112/199
Police: 22802020
Forest Fire Reports: 1407
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Time: 1893/1895
Doctors on Call: 90901432
National Directory Enquiries: 11892
International Directory Enquiries: 11894
International Calls: 80000198
Shopping
♦
Shops are open Monday to Friday 09:00 – 19:00, Wednesday 09:00- 14:00 and Saturday 09:00 – 15:00.
They are closed on Sunday. Opening hours vary depending on the season. Shops in tourist areas might
remain open until late hours.
♦
Banks are open Monday to Friday 08:30 – 13:30 and from September to May they are also open from
15:15- 16:45 on Monday afternoon.
♦
From September to June, post offices are open Monday to Friday: 07:30 – 13:30 and 15:00-18:00 (except
Wednesdays) and on Saturdays from 08:30-10:30.
♦
In Cyprus, 15% Value Added Tax (VAT) is charged on most goods and services. Currently, the currency
is the Cyprus Pound but Cyprus will adopt the Euro on the 1st of January 2008. Methods of payment are
cash and credit cards. In case you pay by credit card you may be asked to show some kind of
identification.
♦
In Cyprus there are 2 sales periods. Winter sales begin on the first Monday of February until the fourth
Saturday of February. Summer sales begin from the first Monday of August until the fourth Saturday of
August.
♦
Sale periods last up to 45 working days, but they usually start earlier with a Ministerial Order.
♦
During sales periods you have the right to replace defective goods. Shops can refuse the replacement of
your product only if that was offered in a low price due to defectiveness. Pricing details should appear
clearly on each product label: the old price, the new price, and the total amount of discount.
♦
It is most important to always keep your receipt as you will be asked for it in case of replacement
especially during the sales period. Purchases by credit card should be carefully examined in terms of
transaction. Finally, for products with a large life expectancy such as electric appliances, you should be
provided with a written warranty.
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Accommodation
A wide range of accommodation, such as agrotourism villas in the hill towns, hotel resorts and hotel apparments,
awaits visitors to Cyprus to make their stay in the island as pleasant as possible.
Types of Holiday accomodation:
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Hotels
Hotel apartments
Tourist villages
Tourist villas
Camping sites
Traditional houses (Hotels, Hotel Apts)
Tourist Apartments
Furnished Apartments
Guest Houses
Youth Hostels
Accommodation in private houses is not available in Cyprus.
General information:
♦
Hotels and Tourist Establishments are officially registered and classified by the Cyprus Tourism
Organisation in accordance with the provιsions of the Hotels and Tourist Establishments Law and
Regulations.
♦
The Hotels are classified into classes from 5 to 1 star ( a 5 star hotel corresponds to a luxury one).
♦
Traditional Hotels, “Hotels without star” and “Guest Houses”are classified into Luxury, A’, B’ and C’ class
of Tourist Establishments (i.e. Hotel Apartments, Tourist villas, Tourist villages, Traditional Houses, and
Camping Sites).
♦
It is recommended that reservations for accommodation are made in advance. Visitors are advised to apply
to their Travel agent or directly to the hotel of their choice for their reservations.
♦
Rates are per room/ apartment on a daily basis and include overnight stay, breakfast (in case of hotels),
service charge (10%), taxes to local and other authorities, Value Added Tax (15%) and CTO (3%) on
accommodation and meal rates.
Youth hostels
♦
Youth Hostels in Cyprus are open to members of the International Youth Hostels Association.
♦
Persons wishing to become members of the Association may apply to the Nicosia Youth Hostel.
♦
The Hostels are open all over the year.
♦
Overnight fees approach C£5.00 (around 8.50 euro) per night.
♦
Further information on youth hostels may be obtained from:
The Cyprus Youth Hotel Association
P.O.Box 24040, CY 1700 Lefkosia – Cyprus
Tel: +357 22670027, Fax: +357 22672896
E-mail: [email protected]
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Camping
♦
The camping sites in Cyprus are licensed by the Cyprus Tourism Organisation.
♦
Facilities available in camping site include: showers, toilets, washing facilities, mini market, and usually a
snack bar or restaurant.
♦
The rates range between C£ 1.50 – C£ 2.00 (around 2.56 euro – 3.42 euro) per day for a tent’s or caravan’s
space plus C£ 1.50 – C£ 2.50 (around 2.56 euro – 4.27 euro) per person daily.
♦
The opening period for each camping site is indicative and consumers are advised to confirm whether sites
are open by contacting either the camping sites or any Cyprus Tourism Organisation offices in Cyprus or
abroad.
Timesharing
♦
Timesharing is a rapidly growing form of vacation in Cyprus. It involves the purchasing of the right to use
immovable properties on a timeshare basis. Consumers are advised to demand a copy of the contractual
proposal and read it carefully before they sign it.
♦
The timesharing contract must:
-
Be in writing and include the duration.
-
Be accompanied by the form of communication of cancellation or withdrawal from the contract and an
information sheet detailing the obligations of the buyer and the owner according to the provisions of the
relevant law,
-
Be signed by both the owner and the buyer,
-
Not include any abusive clauses.
♦ National law provides for a 15-day cool-off period. During this time the buyer has the right to
withdraw, provided he/she communicated his/her intention both in writing and by registered
mail.
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Travelling by car
General information
♦
Τhe minimum age for driving in Cyprus is 18 years. The driver should have according to the relevant
provisions the statutory driving license and the requisite bodily and mentally ability to drive.
♦
The driver should always carry with him his/her the driving license, the car registration papers (car license)
and insurance documents. International Driving Licenses and International Insurance Licenses are accepted
in Cyprus.
Speed limits
♦
On the Cyprus roads generally the speed limit in built-up areas is 50km/h, except it is indicated otherwise
by a sign.
♦
The maximum speed limit on the motorways is 100km/h and the lower speed limit is 65km/h. On all other
roads the general speed limit is 80km/h, unless a lower one is indicated.
♦
In Cyprus the speed is controlled either by the competent police department or by fixed radar speed
detectors, placed mostly in highways and fast roads (there are signs indicating the existence of such radar
speed detectors along the roads).
Traffic rules
♦ Traffic moves on the left hand-side of the road, not on the right.
Safety
♦
The use of seat belts is compulsory not only for the driver but for both front and back seat passengers. In
case there is an infant in the car, the full responsibility for the child has the adult passenger him/herself.
Children under the age of 12 years old and less than 1,5m in height must wear a suitable safety belt or be
restrained with a suitable restraint system.
♦
As the driver should always have freedom of movements, the use of mobile phone is forbidden, unless a
bluetooth is used or the phone is turned on to the open speaker device.
Alcohol
♦
Driving or being in charge of a motor vehicle or pedal cycle with alcohol concentration in breath or brood
above the prescribed limit, is an offence. The permissible limit in the blood is 50 milligrams of alcohol in
100 millilitres of blood (BAC 0,5mg/ml). The permissible limit in breath is up to 22 micrograms of alcohol
in 100 millilitres of exhaled air.
Traffic Accidents
♦
As from 1/5/2004, when Cyprus has acceded to the E.U. as far as insurance cover is concerned, all 27 E.U.
countries plus Switzerland, Croatia, Iceland and Norway will be considered as one territory. As a result, if
a visitor from one of the above countries brings to Cyprus a motor vehicle bearing the registration plate of
one of these countries, he should not be intercepted at his point of entry in Cyprus for proof of insurance
cover, as it is presumed that he is covered by insurance in his own country, even if he may not be so
covered. In the latter case, the International Insurance Bureau of his country will be held responsible to
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compensate the claimant as a result of the Guarantee Agreement in force (Unified Agreement or Internal
Regulations).
♦
If a foreign visitor brings into Cyprus a motor vehicle bearing a registration plate not belonging to one of
the 31 European countries, then the Cyprus Authorities should check whether the foreign motorist has a
valid Green Card in force in Cyprus. A foreign visitor may have a Green Card in force, even if his country
of origin is not a member of the Green Card system.
♦
If a foreign visitor has in force a” frontier insurance” issued in one of the European Economic Area
Countries, then such a cover will be valid also in Cyprus until its expiry date. It is possible for a motorist to
have a valid Green Card in force, even if his car bears a motor plate of a European country. In this case, the
motor plate country prevails over the Green Card Agreement and the Police Authorities should allow the
vehicle to enter Cyprus without checking his Green Card.
♦
In view of the implementation, as from the 1st May 2004, of the 4th Motor Insurance Directive, all
E.U.visitors who may have an accident in Cyprus, for which they intend to claim compensation from a
Cypriot insurer, should get acquainted with the procedure which aims to facilitate them upon their return to
their home countries.
Petrol/Fuel
♦
Motor fuel may be bought in unlimited quantities at petrol stations. Brands available are EKO, Exxon
Mobil, Esso, Lukoil, Petrolina, Lina and Agip. Petrol is sold by the litre and 15% VAT is included in all
prices. Petrol stations are equipped with petrol vending machines, accepting bank notes and credit cards.
Vending machines operate during non-working hours and on holidays. A list of petrol stations can be
found in the yellow pages of the Telephone Directory.
Parking
♦
♦
Parking places (municipal and private) are found in town centres charging approximately C£ 1 (1.71 euro)
for a half day’s parking. Parking in central city areas is parking meter controlled. Cost per hour is 40-60
cents on week days during office hours. Parking meters do not operate on Saturday afternoons, Sundays and
Public Holidays.
Parking and waiting is prohibited along a double yellow line. Along a single yellow line, loading and
unloading is allowed, but parking is prohibited at all times. Parking for the disable is free.
Car rental
♦
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In order to rent a car you should demonstrate either a driving license which is accepted as valid in Cyprus
or an international driving license. Drivers under 25 years of age holding a driving license for less than 3
years at the time of rental must inform the car rental company so that under-age insurance coverage is
provided.
Self-drive cars are also known as Z cars because their registration number, which is shown on red plates,
starts with the letter “Z”. The car can be delivered and collected at the airports by prior arrangement. The
car is usually delivered to the customer with full tank paid for by the customer. If the car is returned with
full tank, the customer receives a refund, unless stated otherwise in the contract.
Before signing the contract (car hire agreement) with your personal details, you should pay special attention
to the terms and conditions of the contract and ask information on safe driving and the general condition of
the car you intend to rent. Moreover, it is necessary to request all the necessary information and requisite
explanations regarding the insurance cover and its exemptions.
In general, the person who rents a car has full responsibility for restitution of any damage made to it due to
his/her negligence or responsibility and s/he cannot be compensated by third parties. However, the renter
may not be charged if s/he accepts to pay a certain amount of money per day as insurance cover, depending
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♦
on the type of the rented car. Thus, it is essential to ask the car rental company for detailed information on
the exact amount and the level of insurance cover.
When making a payment ask for receipts/invoices in order to have all the required documentation in case of
an accident or a dispute between you and the company when calculating the final price.
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Health care
Cyprus has a very high standard of medical services. Public hospitals, private clinics and other hospitalisation
centres are equipped with the latest facilities.
Medical Services and Hospitals
♦
Government General Hospitals and Private clinics/ hospitals are mostly concentrated in urban areas. Health
centres and subcenters operate in the rural areas.
♦
All Government General Hospitals and some private clinics as well, have Accident and Emergency
departments. In case of health emergencies, the medical treatment at the Accidents and Emergency
departments of Government Hospitals, is offered free of charge to international tourists.
♦
EU citizens who require health treatment should provide their personal European Health Insurance Card
(EHIC) that has replaced the previous health forms such as E111. Tourists can also make use of their
health insurance which covers medical expenses, provided that the insurance covers the length of their stay
in Cyprus.
♦
Most hotels make arrangements for their guests upon request.
♦
Private doctor’s visiting hours on weekdays: 09:00 – 13:00 hrs and 16:00 – 19:00 hrs.
Pharmacies
♦ All pharmacies that are open during night and on weekends/ holidays are listed in the local newspapers.
Moreover, this information can be given by calling at the following numbers:
-
Lefkosia (Nicosia)
Lemesos (Limassol)
Larnaca
Ammochostos (Famagusta)
Paphos
90901402
90901405
90901404
90901403
90901406
Safety
♦
The safety of food and the quality of drinking water in Cyprus is monitored by the Medical and Public
Health of the Ministry of Health and the Local authorirtes.
♦
It is safe to drink water in Cyprus, as water pollution is negligible. Moreover, tap-water in hotels,
reataurants and public premises is safe to drink.
♦
Cyprus is free from dangerous infectious diseases. No vaccination requirements for any international
traveller.
♦
According to Cyprus Law, the importation, possession and use of narcotic drugs and psychotropic
substances is strictly prohibited.
Emergency numbers
Police / Fire Brigade / First aid / Ambulance
199
Forest Fire Reports
1407
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TOURISM IN THE CZECH REPUBLIC
Border controls:
♦
As from the 1st of May 2004 the citizens from European Union countries and European Economic Area can
travel to the Czech Republic with a passport or ID card which is valid for the entire duration of their stay.
♦
The citizens of the European Union, Switzerland, Iceland, Lichtenstein and Norway are referred to only as
EU citizens.
♦
EU citizens are entitled to stay in the Czech Republic on the temporary/permanent basis without any
permits, irrespective of the purpose of the stay.
EU citizens whose stay in the Czech Republic will exceed 30 days must register within 30 days after his
/her arrival to the Czech Republic with the Alien and Border Police.
If an EU citizen intends to stay in the Czech Republic for a period exceeding three months, he/she will be
entitled (but not obliged) to apply to the Alien and Border Police for a residence permit. Applications for
the permits shall be filed with THE ALIEN AND BORDER POLICE in the territory of the Czech
Republic.
Aliens from the third countries travelling to the Czech Republic are advised that visas issued by the Czech
Republic are national and not Schengen visas. Upon its accession to the European Union on May 1, 2004,
the Czech Republic did not become part of the Schengen area and valid Schengen visas can therefore not be
used as visas for entering the territory of the Czech Republic. Likewise, Czech visas do not entitle the
aliens to enter the territories of the other EU Member States. All aliens required visas when travelling to the
Czech Republic must therefore have valid Czech visas, corresponding to the purpose and length of their
stay in the territory of the Czech Republic.
Infoline of the Alien and boarder police of the CR – 974 841 356 – 7.
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♦
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Customs allowance
♦
A natural person may import to the Czech Republic from the EU countries or transport via the Czech
Republic selected products subject to excise duty that are intended for his/her consumption in the following
quantities:
− mineral oils: a quantity transported in normal tanks, increased by 20 litres,
− consumption spirit and spirit drinks: 10 litres of final products;
− beer: 110 litres;
− intermediate products: 20 litres;
− wines: 90 litres, of which sparkling wines: 60 litres;
− cigarettes: 800;
− cigarillos and cigars of a weight less than 3 grams each: 400;
− other cigars: 200;
− smoking tobacco: 1 kg.
♦
A customs office may decide that greater quantities than stated above may be considered to be selected
products intended for personal needs.
Import and export of money
♦
A natural person entering or leaving the customs territory of the EU is obliged to notify the customs office
in writing of import and export of valid banknotes and coins of the Czech or other legal tender, traveller’s
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cheques or money orders exchangeable for cash money, bearer or order securities or highly valuable
commodities, such as precious metals or stones, in a total value exceeding EUR 15 000.
Shopping
Opening hours
Opening hours differ greatly by regions and types of shops. Shops´ general opening hours are from 8 a.m. to 6
p.m. in the working days, from 8 a.m. to 11 a.m. on Saturday. Some shops are open non-stop 24 hours/7 days
(e.g. Tesco).
Reimbursement of VAT
The tourists from the EU member states have no right to reimburse the value added tax upon private noncommercial export of the goods.
Consumers rights
♦
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Consumers have a right to a minimum guarantee of 2 years on a new products. Within first six months any
lack of conformity shall be presumed to have existed at the time of delivery, unless proved otherwise.
Within this period the consumer is entitled to have the goods brought back into conformity with the
contract free of charge.
The defective product is necessary to claim with the seller where the product was bought, the purchase is
necessary to prove by the receipt, best of all.
Within 30 days the seller is obliged to judge the product´s defect, to accept or reject the claim and to
execute the accepted claim. If he doesn´t do so, if he doesn´t inform the consumer, the defect is considered
as irremovable and the consumer is entitled to receive a new product or to back out of the contract and get
money back. If the claim is accepted the consumer is entitled to ask for the goods to be repaired or replaced
free of charge. If it is not possible, he is entitled to the adequate price discount or backing out of the
contract.
The claim is considered ill-founded if the defect is caused by incompetent handling, by mechanical wear.
The consumer is entitled to be reimbursed the necessary expenditures set off by the claim.
In distance selling or doorstep selling the consumer is entitled to back out of the contract within 14 days
from receiving the goods.
Sales
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The Czech currency is the Czech crown (abbreviated Kč or CZK).
Prices must be displayed clearly. On food products in big shops (larger than 400 square metres) unit prices
(prices per litre, kilogram, etc.) must be displayed as well.
The consumer can insist on getting the item for the price indicated on the price tag.
VAT must be included in the price.
The seller must issue a receipt for the consumer just on consumer´s request.
The exchange of the goods in the shop is voluntary and depends on the seller.
On the most goods and services a 19% value added tax (VAT) is charged in the Czech Republic. The VAT
on some products (especially food, books, magazines) and few services is 5%. The reform of VAT is being
prepared.
The most common method of payment in the Czech Republic is cash. In many places also credit and debit
cards are accepted. When paying with a credit card, a shop can ask the consumer to show his identity card.
Sales periods are not regulated by law.
Taxi
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Price for taxi from the airport to the centre of Prague is about 500 CZK. Otherwise, fares can be up to 870
CZK depending on the price zones.
♦
Average taxi fares - 25 CZK per kilometre, 1 minute waiting 5 CZK.
Postal services, telephone and fax
Telephone
♦
♦
♦
If you want to call a number in the Czech Republic, you first have to dial the country code (00420 or +420),
followed by nine-figure number (without any additional zero at the beginning).
Public pay phones in the Czech Republic are blue, they mostly require telephone cards.
These cards are sold at CZK 150, 200, and 300, you can get them at post offices, newspaper stands, gas
stations, and sometimes in supermarkets.
Postal services
♦
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♦
Postal services in the Czech Republic are provided by Czech Post. In comparison with other countries in
the world, their services are very reliable and at a good quality level, provided at exceptionally low prices.
Sending a regular postcard or a light letter (up to 20 grams) to Europe will cost you CZK 11 (data from
February 2007) and CZK 12 to the rest of the world.
A parcel of up to 500 grams will cost you about CZK 500.
Post offices´opening hours are from 8 a.m to 6 p.m in the working days, from 8 a.m. to 11 a.m. on
Saturday.
Internet
You can either connect to the web at your hotel or visit an Internet café.
Travelling with your pets
♦
As of October 1, 2004, according to regulation (EC) No. 998/2003, the following is required for travelling
with dogs and cats to the Czech Republic:
−
−
−
♦
Indentification of animals – tattoo or microchip
Pet passport - a unified document which is valid in all Member States of the European Union
Vaccination against rabies – animals must be vaccinated if they are three month old or older.
Vaccination is carried out by a private veterinarian in accordance with the vaccination protocol of the
vaccine concerned. An annual revaccination is obligatory in the Czech Republic.
Important: Dogs of the breed Pit Bull or Tosa and any cross-breeds hereof are not permitted on Danish The
rabies vaccination does not have to be administered at least 30 days prior to entry into the Czech Republic.
The rabies shot will have to be repeated either annually or every two years in accordance with the type of
vaccine used.
Money changing in the Czech Republic
♦
In the Czech Republic, it is possible to change money in banks and in the dense network of independent
bureaux de change.
♦
Banks generally charge 2% commission (with a minimum commission of CZK 50); some bureaux de
change do not charge commission, others charge as much as 10% commission. Money changing in the
independent bureaux de change is usually more favourable.
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Banks and bureaux de change are obliged to provide information about the commission or other charges for
the currency exchange. Banks often do not fill this duty visibly, in bureaux de change customers many
times receive inadequate information (e.g. they are told the commission, but not the amount of any further
charge) or misleading information (they emphasize that they change money free of charge, but this only
applies to sales; a different rate is charged than that declared).
When changing money in a bank or bureau de change, make sure you know in advance what the exchange
rate is and how much you will be charged. Demand to know the net exchange rate and the final amount to
be paid for the exchange.
In cases of foreign-exchange sale or purchase, the assessment is from the point of view of the bureau de
change, not from your point of view. Charges for money changing in the case of a purchase and sale may
differ.
Direct payments in euro are possible, but are not recommended. The exchange rates are very
disadvantageous.
Never change money on the street!
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The opening hours of banks are among the longest; usually from 9.00 a.m. to 6.00 p.m. on working days.
Bureaux de change have longer opening hours, and are also open at the weekend.
General information about the Czech Republic
www.CzechTourism.com
Useful phone numbers
Emergency call phone
Ambulance service phone
Fire emergency phone
Police phone
Municipal police phone
112
155
150
158
156
Directory inquiries (Prague
and the whole Czech
Republic) phone
Directory inquiries
(international)
1180
1181
Calls to 112 from telephone booths are free of charge.
If you lose:
♦
credit cards:
-
Eurocard-Mastercard: 261 354 650
Visa: 224 125 353
Diners Club: 267 314 285
-
American Express: 222 800 111
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Accommodation
Czech Republic has comfortable tourist facilities, and the range of accommodation possibilities is extremely
wide. You will find the most luxurious of hotels a and guest houses, as well as more humble hostels, motels and
campsites.
Tourism tax (charge for spa or recreational stay)
During your stay in the Czech Republic visitors are usually asked to pay a charge for a spa or recreational stay
(Act of the Czech National Council 565/1990 Coll., as subsequently amended), which is collected for the
municipality (local authority) at the designated level by the accommodation provider, which is the natural or
legal person who temporarily provided accommodation; this person is the payer of the charge and is responsible
for the charge. The rate of the charge for a spa or recreational stay is CZK 15 per person for each day of stay
commenced unless this day is the day of entry. The municipality (local authority) may designate the charge as a
weekly, monthly or annual flat amount.
♦
Persons younger than 18 and older than 70 are not subject to the charge for a spa or recreational stay.
♦
This tax is collected by the owner of the accommodation facility, and will be included on your bill for the hotel, rent
etc
Hotel booking
♦
According to the official uniform classification accommodation facilities in the Czech Republic are divided
up into the categories of hotel, hotel garni, pension and motel. Other accommodation facilities include
campsites, chalet villages, tourist hostels and botels (floating hotels). Accommodation facilities are divided
up into the classes * Tourist, ** Economy, *** Standard, **** First Class, ***** Luxury. The highest
designation of class may have a maximum of five stars (only applies to hotels), motels and guest houses
may have a maximum of four stars. Classification is not by a generally binding legal regulation, and it is up
to the operator of the accommodation facility as to whether it undergoes certification or not.
♦
Most hotels demand a guarantee of reservation by credit card. The hotel will hold a room thus reserved for
a guest all night. If the guest does not arrive at the hotel or makes a late cancellation, the hotel is authorised
to bill the costs for accommodation. Some hotels allow exceptional reservation without guarantee by credit
card. The reservation is valid on the day of arrival only up to 18:00 hours local time. After 18:00 hours the
reservation is cancelled free of charge, and the right to accommodation expires. If you are late, contact the
hotel directly concerning the estimated time of arrival.
Useful advice for trips around the Czech Republic
♦
The internet is the easiest way to find the best prices if you are travelling on your own. On the internet you
can compare the prices of various accommodation facilities. After comparing prices for accommodation
you will find out everything that is included in the price, because it could be that a high price includes many
other services which, in the final analysis, reduce further expenses.
♦
Find out about the facilities of the hotel room (towels, basic hotel toiletries etc.). The minibar is usually
billed separately. Parking or an extra bed in the room is also usually billed separately. A standard room
generally does not have tea or coffee making facilities or a kitchenette.
♦
Find out about the hotel’s facilities. Guarded car park, swimming pool, gym and tennis or squash courts are
not in all hotels for free, and sometimes it will also be necessary to book them in advance.
♦
Rooms with an attractive view are usually more expensive.
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You can usually get the best prices out of season or in suburban areas. Hotels focussing on business
clientele offer lower weekend prices, whereas recreational hotels have special prices for stays longer than a
week.
♦
Most hotels bill a cancellation fee and charges for not arriving. Find out information concerning these
charges before giving your credit card number.
♦
If the rooms in the category which you ordered are already booked, you have a right to a room in a higher
category – but naturally for the same price!
♦
Laundry services are generally paid for separately. But naturally lending irons and ironing boards is
generally free of charge.
♦
Some hotels may also bill you for a premature departure.
♦
If a hotel is full, it is the duty of the hotel personnel to find you suitable corresponding accommodation in a
hotel of the same (or higher) category without you having to pay anything extra! The originally booked
hotel is obliged to pay any additional charge.
Simple possibilities for accommodation
A person need not live in a five-star suite in order to see the beauty of Prague or other cities in the Czech
Republic. The following information concerning accommodation is intended for those who do not have lots of
money, but who still enjoy travelling.
♦ The cheapest form of accommodation consists of lodging houses and hostels. Often they offer
accommodation only in the summer, because during the academic year these buildings serve as halls of
residence for students. But there are also lodging houses which operate all year round.
♦ Lodging houses and hostels generally do not offer any great luxury, and sometimes the service is very
humble. There is generally a reception area, TV room, salon or study room. Certain lodging houses also
offer bed and breakfast. Washing and toilet facilities are generally shared on a landing or for several rooms,
and rarely do the rooms have their own washing and toilet facilities. Such lodging houses are both in the
centre and out of the centre of cities.
♦ Another cheap variant is a stay on a campsite. In the Czech Republic there is a dense network of campsites
and recreational facilities for accommodation in tents or caravans. Moreover, these facilities are often in
attractive surroundings.
Obviously, campsites also differ in terms of the quality of the provided services. Usually a campsite is
equipped with very decent washing and toilet facilities: flush toilets and showers are common. The areas
for pitching tents are usually well maintained, almost always they are well-kept grassed areas.
♦ If you come to the Czech Republic with your own caravan or trailer, you can rely on the possibility of
connecting up to the 220V/16A network and access to drinking water. Parking is usually close to your
accommodation, and it doesn’t matter if it’s a tent, chalet, bungalow or guest house. A parking fee is
usually paid for an automobile.
♦ Campsite facilities generally depend on the financial resources of the owner, and so they can differ. But the
number of stars which the campsite has can give you a good indicator of the quality and facilities of the
site.
♦
In the Czech Republic it is also possible to camp in the open countryside, but in many places there are
restrictions or bans, and so we recommend that you get information directly at the chosen locality.
Useful contacts:
Accommodation
www.czechhotels.cz;
www.hotel.cz; www.rekusrekan.cz; www.hostel.cz;
Hotels, pensions, apartments,
campsites
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www.travelguide.cz
www.europeanhostelguide.c
om; www.travellers.cz
www.eceat.cz (European
Centre for Eco Agro
Tourism)
www.camp.cz;
www.kempy.cz;
www.ceskekempy.cz;
www.czech-camping.com
www.czechcottages.cz
www.dovolenahezkycesky.c
z
Restaurant Guides
www.squaremeal.cz
www.czrb.cz
www.squaremeal.cz
www.rest2000.cz
www.czrb.cz
Hostels
Farms, small campsites,
houses, B&Bs, family hotels
Campsites in the Czech
Republic
Cottages and apartments
in the Czech Republic
Cottages, Lodges and Family
Hotels in the Czech Republic
Restaurant reservation system
Czech restaurant and barguide
Restaurant reservation system
Restaurant search engine Czech
restaurant and barguide
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Travelling by car
The quality of major roads in the Czech Republic approaches Western European standards. When
calculating travel times, you should expect an average speed of no more than 90 km p/h, unless you
plan to use a highway for entire trip. Less-traveled country roads offer scenic view and pleasant
driving.
♦ To drive in the Czech Republic, you will need an international driver´s licence, which you can
obtain at your local AAA. When using a motor vehicle, you are required to have a driver´s
licence and proof of payment/receipt of the compulsory car insurance (the so-called "green card",
"zelená karta" in Czech). The car must have the international number plate of the country of its
registration.
Rules of the road
♦
Rules of the road in the Czech Republic are very similar to those in other European countries. On
1.1.2008 new stricter rules came into force intended to make Czech roads much safer. EU and
international licences are both recognised in the Czech Republic.
The main rules:
-
Drive on the right.
Seatbelts must be used.
Headlights must be schwitched on all day, year round.
Childern (smaller than 150 cm and weighing less than 36 kg) must be placed in a childseat at
all times.
Cyclist younger than 18 must wear a helmet.
-
Speed limits
♦
In the Czech Republic different speed limits apply in different environments (built-up areas,
roads outside built-up areas and motorways). Unless stated otherwise, the following speed limits
apply in these areas:
-
130 kmp/h on the motorway
50 kmp/h in built up areas
90 kmp/h outside built-up areas
Fines
♦
Fines for going slightly over the speed limit (up to 20 kmp/h over the limit in built –up areas and
30 kmp/H of built-up areas) range from 500 CZK to 2000CZK (20-70 €).
Police checks
♦
When stopped by the police, drivers must show their passport or other ID (citizens of EU
member countries), driver´s licence (EU or international) and the vehicle documents (MOT
certificate, third party insurance certificate and green card insurance document).
Alcohol and drugs
♦
The Czech Republic operates a zero tolerance approach to the use of alcohol and other drugs
prior to driving a motor vehicle. If any substance is found in a driver´s blood, this can lead to up
to 3 years in jail and fine of 25-50 000 CZK (900-1800 €). The same fine applies if a driver
refuses to undergo a brethalyser or blood test.
Using a mobile telephone behind the wheel
♦
In the Czech Republic drivers are prohibited to hold a mobile phone in their hands while driving
or to wedge the phone between ear and shoulder. You can be fined (50-90 euros) for breaking
this rule. Drivers can only make and receive telephone calls using hands-free equipment.
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Pedestrians
♦
Pedestrians have right of way on crossings and drivers must stop and let them cross.
Age requirements for drivers in the Czech Republic
♦
To ride a motorcycle up to 50 cm3 – 15 years of age
♦
To sit in the front passenger seat – 15 years of age and a height of at least 150 cm
♦
To drive a car – 18 years age
Parking
♦
For the safety of your vehicle, use only supervised parking lots and garages. Do not leave any
valuables in your unattended car, as they might attract unwanted attention.
Car rental
♦
Please be aware that certain car rental companies based in Germany and Austria do not allow
their more expensive cars to be taken across the border into the Czech Republic, Slovakia,
Hungary, and Poland. Make sure your car rental agent understands what your travel plans are and
signs an appropriate contract with you.
Accidents
♦
Should you have an accident and the damaged caused reaches 50 000 CZK -1800 € - increase up
to 100 000 CZK is avaited), or someone is injured, the police must be called to the scene (call
158). They will then draw up report on the incident. Accidents must also be reported to the
relevant insurance companies. In other cases, those involved in the accident are free to come to
their own arrangements.
Roadside assistance
♦
Insurance companies offer roadside assistance across Europe, and the number to call can usually
be found on the policy itself. Therefore it is recommended that motorists seek assistance from the
service associated with the insurance company with which the car or driver is insured.
Emergency toll free numbers:
Emergency
112
Police
158
Fire Squad
150
Ambulance
155
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Travelling by train
♦
The railway network crosses the border of the Czech Republic at 30 crossings, which shows that the
country is well connected to the European rail network. Trains run between most European cities and
Prague every day, including first- and second-class carriages as well as carriages with couchettes or beds.
For example, the journey from Paris to Prague takes about 15 and a half hours, Prague - Berlin, four hours
and 40 minutes, Prague - Vienna, five and a half hours, and Prague - Warsaw, nine and a half hours, Prague
– Bratislava, four hours and 50 minutes, Prague – Budapest, eight hours and 50 minutes.
♦
The railway network density in the Czech Republic is one of the best in Europe. Trains are operated by
Czech Railways (České dráhy). One can travel by train to any corner of the country in less than seven
hours. The fastest trains are the SC (SuperCity), the EC/IC (EuroCity/InterCity) and express trains.
However, it's recommended to reserve a seat for these trains ahead of time.
♦
The SC Pendoline offers a fast a reliable connection between Prague, Pardubice, Olomouc and Ostrava.
Conncetions are operated in cooperation with Czech Airlines allowing for further connections beyond
Prague’s Ruzyně airport. The train leaves Prague on two routes: Prague main stn. / Prague-Holešovice Pardubice - Česká Třebová - Brno - Břeclav (and on to Bratislava or Vienna) or Prague-Holešovice Pardubice main stn. - Olomouc - Ostrava-Svinov - Ostrava. Tickets can be purchased online at
http://eshop.cd.cz and reservations are required.
♦
You can also travel on a mid-speed or a slow train (known as the ‘osobní vlak,’ the personal train). For
more details and options for transporting your luggage, please refer to the website
http://www.cd.cz/static/eng/ . There you may also find up-to-date prices and discounts available.
♦
Integrated transport is an excellent option to get travelers to exactly where they are going within and around
all major cities (Prague, Česke Budějovice, Plzen and Zlína). Integrated transport offer travelers the option
of travelling on one ticket for all means of transport.
♦
The national timetable information system is easy of navigate on the website www.idos.cz
searches for relevant bus, rail, air, water and municipal public transport, or combinations.
. It provides
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Health care
Private and state health care facilities operate in the Czech Republic. The majority of them have
agreements with the Health Insurance Company on the provision and payment of health care. They
provide patients with health care which is free at the point of delivery (this is also true for citizens of
EU member countries holding a European Health Insurance Card - EHIC).
Accident and Emergency
♦
Sudden illness, injury and other emergency situations are dealt with by the Accident and
Emergency department in a special area of the hospital. Should a life threatening situation
arise, a paramedic can be called direct to the scene by calling 112.
Pharmacies
♦
Pharmacies in the Czech Republic issue medicines and other materials necessary for treatment
and health care based on doctors´prescriptions and sometimes without them. Prescription
medicines are issued free of charge but in the pharmacy you pay fees of 30 CZK for each
prescription and each prescribed medicine. If the patient´s health insurance does not cover the
full amount. It is necessary to prepay for the medicine. Some must be paid for in full by the
patient.
Validity of a doctor´s prescription
♦
A prescription from an A&E department is valid on the day it is issued and the following day.
♦
A prescription for antibiotics is valid for 3 days.
♦
All other prescriptions are valid for one week.
Health insurance
Health insurance for citizens of EU memeber states
♦
Since mid 2004 citizens from the individual EU member states, who travel temporarily to another
EU member state and hold a European Health Insurance Card (EHIC), are automatically insured.
All healthcare providers in the EU, the EEA and Switzerland must accept patients from the EU in
possession of an EHIC.
Health insurance for citizens of countries not in the EU
♦
Citizens of countries outside of the EU should take out health insurance before leaving home. If
they fail to do so, they are liable to pay for treatment at the point of delivery.
Extra insurance cover
♦
Individuals from EU member countries can also take out extra health insurance cover (covering
repatriation). The Czech Health Insurance Company provides a commercial insurance product for
those staying in the country for longer periods as tourists (www.vzp.cz).
Tips for visitors
♦
You will find more information on health insurance in the Czech Republic on the Centre for
International reimbursements website(www.cmu.cz).
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TOURISM IN DENMARK
Border controls: Nationals of the European Union
♦
According to the Schengen Agreement, entry into Denmark is open to all nationals of the EU.
However, if security measures become necessary, the temporary re-establishment of border
controls or controls at highway toll stations may be introduced.
Nationals of another EU member state do not need a visa to enter Danish territory. A valid
national identity card or your valid national passport is enough. The ID card must establish your
citizenship, thus a driver’s licence may not be sufficient. Contact your local police station to find
out what types of identification are valid for travelling within the Schengen Agreement countries.
It is important always to have your ID card or passport with you in case the police ask to inspect
it. If you do not have one, you can be arrested with a view to verifying your identity. It is also
important at some airports, as airlines will insist on seeing your ID or passport.
♦
♦
EU citizens outside the Schengen Agreement
♦
For EU citizens from countries outside the Schengen Agreement (the Schengen countries are:
Austria, Belgium, Denmark, France, Finland, Germany, Greece, Iceland, Italy, Luxembourg, the
Netherlands, Norway, Portugal, Spain, Sweden): If you have a visa for a brief stay (maximum 3
months) in a Schengen country, that visa will be valid in all Schengen countries.
♦
Foreigners living in a Schengen Agreement country and holding a valid “title of stay” are exempt
from the visa requirement as long as they stay no longer than 3 months.
Customs regulations
♦
Purchases made during a trip within the EU and for your personal use do not require you to make
any customs declaration when arriving in Denmark. No additional duty or tax will be charged on
goods bought with duty and tax paid (e.g. in shops, supermarkets, etc.) in another EU member
state provided the goods are for your personal use.
♦
If your purchases are equivalent to or less than the quantities shown below, they will generally be
considered for personal use. If you exceed these quantities, you may be required to prove that the
goods are for your personal use.
-
Tobacco: You may only import 4 cartons of cigarettes (800 cigarettes or 1 kg of tobacco). Be
aware, however, that the quantities of cigarettes you may import from the new member states,
that is Hungary, Latvia, Poland, Estonia, Lithuania, Slovakia, Slovenia and the Czech
Republic, are lower. Please contact the Danish customs office to find out the exact quantities
that are permitted.
-
Alcohol: The quantity permitted depends on the nature of the imported product.
Hard liquor (more that 22% alcohol and beverages with added alcohol): 10 litres
Fortified wine (e.g. Vermouth, Port, sherry, etc.): 20 litres
Wine: 90 litres; including within this quantity, not more than 60 litres of sparkling wine
Beer: 110 litres
-
♦
Any money or valuables you bring in which exceed the value of EUR 15,000 must be declared to
customs. This declaration should be volunteered by you at the customs control point and may be
verified.
♦
If you are planning to bring in goods subject to formal legal agreements (such as ivory, animals
or products protected by the Washington Agreement) you should first contact the administrative
department of health or customs in Denmark. SKAT’s service phone: +45 7222 1818 (Danish
Tax Administration).
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♦
If you purchase jewellery during your stay in Denmark, you may need to make a customs
declaration when returning to your country of residence.
♦
For further information, please contact your national customs authorities.
♦
Medicines: For medicines which do not contain euphoriants (e.g. medicine for asthma, arthritis,
heart conditions, infections, etc.), the quantity you may bring in should correspond to the course
of treatment, or 3 months at the most. If there is a check, you may be asked to show your
prescription, so you should bring it with you.
For medicines which contain euphoriants and which affect your central nervous system, the quantity
you may bring in should correspond to personal usage. You also need to possess a medical certificate
confirming the necessity for, and the quantity of, these medicines.
For more details, you can consult the website of the Danish Medicines Agency
http://www.dkma.dk/1024/visUKLSArtikel.asp?artikelID=9012
Shopping
Opening hours
♦
♦
♦
Shops – general opening hours: Monday-Friday: 10 a.m.-6 p.m., Saturday: 10 a.m.-2 p.m. Larger
supermarkets are open: 9 a.m.-8 p.m. or sometimes 10 p.m. in the centre of Copenhagen. Major
department stores are open: Monday-Friday: 10 a.m.-8 p.m., Saturday: 10 a.m.-5 p.m. Shops are
usually closed on Sundays and Public Holidays.
Banks – general opening hours: Monday-Friday: 9 a.m.-4 p.m., Thursday until 6 p.m. All banks
are closed Saturdays and Sundays.
Post office – opening hours: Monday-Friday: 10 a.m.-5 p.m. Saturday: 10 a.m.-1 p.m. Post
offices are closed on Sundays.
VAT
♦
In Denmark you pay 25% tax on all services and new goods – including medicine, food and
cultural experiences. If you live outside of the EU, you should ask shops to complete a tax refund
form for each purchase. The tax is always included in the price.
Means of payment
♦
In Denmark, credit cards are quite common, and you can pay with them in almost all shops and
restaurants. However, smaller grocery stores, news stands and kiosks might not accept credit
cards. Usually there is a sign at the entrance listing which credit cards the shop accepts.
Shopper’s rights
♦
If you encounter a problem concerning a purchase you made in a shop in Denmark, Danish law
will generally apply. If there is a problem, there are several remedies.
♦
There is no statutory right of return when you purchase something in a shop. However, some
shops will make goodwill gestures and give additional remedies: e.g. “If you are not satisfied,
you can return the items and be reimbursed”. The vendor decides the terms of these remedies.
The vendor does not necessarily have to give you your money back, but can give you a credit
note instead.
♦
If the product has a defect which could not have been noticed at the time of the purchase, Danish
law protects the buyer (Danish Sales of Goods Act, art. 78). The defect must have existed prior to
the sale, and must render the product unfit for the use for which it is intended. Repair,
replacement or a reduction of the price can be obtained, as well as cancellation if the defect is
significant.
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♦
The consumer can choose between repair and a substitute good, but the vendor can decline a
proposed remedy if it is impossible or not proportionate.
♦
If the vendor offers repair or replacement, the consumer cannot demand reduction of the price or
cancellation.
♦
Any remedy must be carried out within a reasonable period of time, and must be free of charge.
♦
The consumer must complain to the vendor within a reasonable period of time and no later than 2
years after delivery. A complaint made within the first 2 months is always within a reasonable
period of time. For complaints made within the first 6 months, it is assumed that the defect was
there at the time of delivery. After this period of time, the consumer must prove that the defect
was there at the time of delivery.
♦
If the product causes damage because it is defective (Danish Product Liability Act): the vendor is
responsible for damage caused by a defect in its goods, regardless of whether the damage was
caused to the buyer or to a third person. In the case of damage due to a defective product, the
consumer has the right to obtain repairs for any damage suffered.
Sales: Tips when you go “bargain hunting” …
♦
The summer sales in Denmark start in June and last until the end of August. Winter sales are in
February. Some shops start winter sales on 27 December.
♦
Limiting the legal guarantee on items sold during “sales” is subject to very strict conditions.
Vendors are still required to respect specific legal regulations during sales. The customer has the
same rights as usual concerning manufacturing defects and after-sales service. This means that
the vendor is obliged to exchange or to reimburse an item that has a defect which could not be
seen when the product was purchased.
♦
The vendor cannot make general reservations and renounce your right of complaint, but may take
exceptions for specific defects on specific goods. It is up to the vendor to decide whether to offer
the consumer right of return or exchange.
♦
If you purchase defective goods without being alerted to the fact, your rights to after-sales service
still apply. If the item has not been marked as second quality, you are entitled to have it
exchanged for a first-grade item.
♦
In the shop, the distinction between reduced and non-reduced items must be clearly visible to the
consumer. If this is not the case, it constitutes misleading advertising. However, a general
indication is enough if the discount or the new price is the same for all the goods, for instance, a
10% discount on all the items on a certain shelf.
♦
-
The following pricing details should appear clearly on the label:
Previous price should be crossed out
New price
Total amount of the discount
When comparing the previous and current prices to indicate the consumer’s savings, the
vendor must only use the price that was valid immediately before the sale, and which had been
valid for an extended period of time.
Smoking and alcohol
♦
In more and more restaurants it is not permitted to smoke, though some may have a smoking
section. The restaurants must display their smoking policy at the entrance. It is prohibited to
smoke in public buildings, and as of 15 August 2007 it will be prohibited to smoke in cafés,
restaurants, etc. where food is prepared and served, unless there are separate smoking rooms.
♦
In Denmark it is not legal for persons under the age of 15 to purchase alcohol in stores. Anyone
can be asked for their ID when purchasing alcohol.
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Taxi
♦
♦
♦
♦
You can find taxis at taxi ranks (indicated by a square sign saying “Taxi” in white on a blue
background), or hail one in the street (provided that it is available: the sign “FRI” in the
windscreen is turned on or a white light can be seen on the roof). At Copenhagen Airport you
will find taxis outside Terminals 1 and 3.
The fares are regulated in Denmark according to the city you are travelling in, the time of day
and the distance. The price is calculated by taximeter, which must be turned on at the beginning
of the ride and turned off upon arrival at the destination. There is an initial fee which varies
depending on the time of day and whether the taxi has been pre-ordered by phone or hailed in the
street. The driver may charge extra for carrying luggage, prams and bikes.
The driver must be able to provide you with a receipt once you have reached your destination.
Recently there have been some incidents where taxi drivers at Copenhagen Airport have refused
to take passengers who did not need to go very far. According to the Danish Taxi Board, taxi
drivers are required to transport passengers regardless of how far they have to go.
Telephone and Fax
♦
Calling
The international prefix for Denmark is 0045. You do not need to use this prefix when making
domestic calls within Denmark.
Across the country, telephone booths can be found in squares, main streets and train stations. They
usually look like green sentry houses.
You can pay with either coins (DKK or EUR) or telephone cards – but not always both. Some of the
booths even accept credit cards.
Telephone cards can be bought with the value of DKK 30, 50 and 100 in kiosks, at train stations, post
offices and grocery stores near the telephone booth.
Denmark is very well covered by the various Danish mobile phone operators. Find out from your own
operator which Danish network to choose in order to use your mobile phone in Denmark at a lower
cost.
♦
Mail
Mail boxes: In Denmark, mail boxes are red and can be found along the street and in every Post
Office and train station. Mail collection times are displayed on the boxes.
Stamps: You can purchase stamps at any post office and at some kiosks and grocery stores. Postage
costs vary according to the weight of your letter and its destination. All rates can be found at
http://www.postdanmark.dk/contentfull.dk?lang=en.
Example: A postcard or a letter from Denmark to another EU member state costs DKK 7.25 for up to
50g.
Delivery times: Most domestic letters will be delivered within 24 hours; for international deliveries
allow 1 to 5 days.
♦
Faxes can be sent from post offices, some kiosks (e.g. 7-Eleven) and most hotels for a minor fee.
Internet
♦
All libraries in Denmark have computers with Internet access. Ask the staff if there is a
restriction on time or use.
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♦
Internet cafés can be found in most cities throughout Denmark. Rates may vary, but you will be
charged according to the amount of time spent using the computer. To find an Internet café, ask
the local tourist office.
If you are bringing your laptop, please note that many cafés have installed wireless Internet
hotspots, which guests may use. You can find more information on where such hotspots are
located at: www.openwifi.dk.
♦
♦
Cats, dogs and ferrets travelling with you within the European Union must comply with the
following demands:
-
Identification (tattoo or microchip)
Vaccination for rabies (no later that 21 days prior to departure)
European passport (blue) issued by an official veterinarian in your country and providing the
following details:
Pet’s date of birth/age
Microchip number, date of insertion and location of the microchip on the animal
Date of vaccination (Note that the most recent date of vaccination must not be older that the
date of the ID tagging)
Vaccine product name
Batch number
Date for next booster vaccination (calculated by reference to the vaccine manufacturer’s data
sheet)
More information can be found at the Danish Veterinary and Food Administration,
www.fvst.dk.
♦ Important: Dogs of the breed Pit Bull or Tosa and any cross-breeds hereof are not permitted on
Danish territory.
Police emergencies
112 for emergencies or dial 1448 and
you will be directed to the nearest
police station
112
Ambulance (medical
emergencies)
Lægevagten (Copenhagen – +45 7013 0041
emergency doctors):
or +45 4453 4400
Tandlægevagten (Copenhagen – Oslo Plads 14
emergency dentists):
2100 Copenhagen Ø
Open Mon-Sun: 8-9:30 p.m. and SatSun 10 a.m.-12 noon
Fire brigade / Emergency
112
European emergency line
112
Calls to 112 from telephone booths are free of charge.
If you lose:
♦
Your ID papers: Submit a statement at the nearest police station where they will give you a
receipt, then contact your embassy or consulate.
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♦
Your keys or any other object: Ask the police for the telephone number of the lost property
service of the city you are in (in Copenhagen: +45 3874 8822). If you lose personal belongings
on a train, bus or ferry you will have to contact the company or line you travelled with.
♦
Items lost in Copenhagen Airport are kept by the airport police until the following morning. The
airport police can be reached at +45 3245 1448. Hereafter it is forwarded to lost property service
in Copenhagen (see above).
♦
Your car: Contact the local police station. The police station will register your complaint.
♦
Your credit card: Cancel your credit card as soon as possible, and then submit a statement at the
Police station. Phone your bank service or contact the issuer according to your type of card:
♦
-
Eurocard-Mastercard http://www.mastercard.dk, + 45 4489 2750
-
Visa http://www.visa.dk, + 45 4489 2929
-
Diners Club: http://www.dinersclub.dk, +45 3673 7373
-
American Express http://www.american-express.dk, +45 7020 7097
An animal: Contact the animal protection service (Dyreværnet), +45 4494 6695.
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Accommodation
Hotel booking
♦
Danish hotels which are members of the HORESTA industry organisation and which have at
least 40 beds are approved and checked by a Classifications Board. The hotels are classified on a
scale ranging from 0 to 5 stars.
♦
All hotels must display their rates (VAT included) in the hotel lobby or reception and in each
room.
♦
You can ask Tourist Information Offices or a booking agent to book your room, if you do not
wish to look for a hotel on your own.
♦
It is advisable to book in advance for travel during the high tourist season, i.e. 1 July to 31
August.
Before leaving home
♦
When you book a stay in a hotel, the hotel is entitled to require a deposit or reservation fee. A
reservation fee is non-refundable upon cancellation but will be counted as part of the payment. A
deposit is considered a prepayment and will usually be refunded if you cancel in due time.
♦
If a deposit or reservation fee is not paid on time it will be considered a cancellation.
♦
If you have to cancel your stay, the hotel must be informed by 6 p.m. on the day prior to the day
of arrival unless you have made other arrangements with the hotel. Otherwise the hotel will be
entitled to charge you for an overnight stay.
♦
At seasonal hotels, the cancellation deadline is 30 days in high season and 14 days in low season.
Otherwise the hotel is entitled to charge you for 3 nights at the usual rate
♦
If you leave the hotel earlier than planned without giving the hotel 24-hour’s notice or if you do
not show up at all, you will also be charged a cancellation fee of 1 or 3 nights depending on the
type of hotel.
♦
The hotel room should be available to you by 3 p.m. on the day of arrival.
♦
Unless otherwise agreed, the hotel has the full right of disposal of the room if the guest has not
checked in by 6 p.m. at the latest on the day of arrival.
♦
Check out is 12 noon at the latest on the day of departure. If the guest wishes to check out later,
the hotel is entitled to charge the guest for the extra hours. This also applies if the guest stays
later without making prior arrangements.
What if, on arrival, the hotel does not live up to expectations?
♦
If the hotel does not live up to your expectations, e.g. if the information on the Internet or in the
brochure is not consistent with what you get or if you are unsatisfied with the service at the hotel,
you should complain to the hotel, in writing if an oral complaint does not solve the problem. You
can complain directly to the hotel even though you have booked the hotel through a (Danish)
travel agent.
♦
If your complaint to the hotel does not solve your problem, you can file a complaint with the
Danish Complaints Board for Hotels, Restaurants and Tourism.
♦
The Complaints Board has been approved by the Danish Minister for Family and Consumer
Affairs and is backed by HORESTA – Danish Hotel, Restaurant and Tourism Trade and the
Danish Consumer Council.
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♦
The Complaints Board requires a complaints fee of DKK 150, which will be refunded to you
depending on the outcome of the case. If you win the case and the hotel is a member of
HORESTA, a guarantee fund ensures that your claim according to the outcome of the case will
be covered.
♦
If you have booked the hotel through a travel agent along with another element, e.g. transport or
another tourist service, you must bring your complaint to the Danish Travel Industry Complaints
Board. You must complain in writing to the travel agent before bringing your complaint to the
Board. The Board charges a handling fee of DKK 275.
European Consumer Centre Denmark can assist you in bringing a complaint to a Complaints Board in
Denmark.
I am a victim of theft in the hotel or its surroundings, what can I do?
♦
If the hotel has acted irresponsibly and in a way that could have caused the theft, e.g. if the keys
are not properly looked after by the reception desk or the same key can be used to open doors to
other rooms, the hotel will have to pay damages to the guest. The guest can only be reimbursed
for items that are usually kept in a hotel room. This means that very expensive jewellery or
unusual items might not be covered unless the guest has notified the hotel of the items and the
hotel has had a chance to provide the guest with suitable storage facilities. Usually the hotel will
urge the guest to store valuables in a safe-deposit box.
♦
If the hotel did not act irresponsibly, the hotel can not be held accountable in connection with
theft from a room. In this situation, it must be determined whether there are clear signs of
burglary. If this is the case, the incident must be reported to the police immediately and the loss
will be covered by the insurance of the guest. If the guest does not have insurance, the hotel
might have insurance that provides coverage in such cases.
♦
If the hotel did not act irresponsibly and if there are no clear signs of burglary, the incident will
be assessed as a situation where the guest forgot to lock the door. In this case, the guest will not
have any losses covered.
♦
If the hotel accepts responsibility for items, e.g. wardrobe or luggage storage, then “exclusion
notices” announcing that the hotelkeeper is not responsible in case of theft or damage have no
validity and cannot be used to argue against your claim. The exception to this is where it is
obvious to the guest that the hotel does not accept responsibility for the item.
♦
If the hotel limits its responsibility for theft in connection with luggage storage to a certain
amount, this has no validity.
♦
Remember to ask for a receipt when storing luggage at a hotel.
♦
Tips: In case of theft, submit a report to the management of the hotel, and ask for a certificate
confirming the theft. Then, go to the nearest police station and lodge a complaint. Do not wait
until you return to your home country to do this!
Camping
Campsites
♦
♦
♦
The camping season begins on 1 March and ends on 31 October. The high season lasts from 20
June-10 August.
There are currently 565 campsites in Denmark. Of these, approx. 500 are approved by the Danish
Camping Board, which monitors the standards of the individual sites.
The approved campsites are easy to recognise because they all display the Danish Camping
Board’s green flag of approval on their flagpole and on a certificate of approval sign at the
entrance.
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♦
Approved campsites are classified with 1 to 5 stars by the Danish Camping Board. The standards
of the campsites are assessed at least once a year by consultants from the Danish Camping Board.
Campsites with 4 or 5 stars are assessed twice a year.
♦ The Danish Camping Board publishes an official guide to campsites which is available in
bookshops and tourist offices.
- According to the Danish Camping Regulations, all campsites must display the rules, current
prices, site classification, campsite manager’s office hours, office and telephone number near
the reception desk.
- The campsites must comply with the fire safety measures at the campsite. A sign must be
clearly posted containing as a minimum the following information: distance requirements;
prohibition of campfires without special permission; procedures for contacting the fire
brigade; and the location of fire extinguishing equipment.
♦
You can read more about approved campsites in Denmark and find information on them at
www.danskecampingpladser.dk.
Camping Pass
♦
A camping Pass is required at all approved campsites in Denmark. Your Camping Pass will be
kept in the campsite manager’s office during your stay, and returned to you upon departure.
♦
You can purchase a Camping Pass at the first campsite you arrive at, or at the local tourist office.
♦
If you only wish to stay one night at a campsite, you can purchase a transit card instead of a
Camping Pass.
♦
Norway, Sweden, Finland and Denmark have a common card scheme – Camping Card
Scandinavia, issued in the Nordic countries. This means that previously issued national camping
cards (plastic cards) can still be used – they just need to be stamped for the calendar year in one
of the Nordic countries.
♦
A valid Camping Card Scandinavia card is valid in all European countries.
Unless otherwise agreed with the campsite manager, your pitch or cabin should be vacated no
later than 12 noon in a clean and tidy state.
♦
The Green Key
♦
♦
♦
The Green Key is an environmental diploma awarded to companies offering overnight
accommodation, including campsites, that fulfil 72 different environmental requirements.
When you stay at a Green Key campsite, you can be certain that you are making minimal impact
on the environment, while the campsite in no way compromises on its high level of service and
comfort.
Campsites that have been awarded The Green Key display the symbol .
You can find further information on The Green Key at:
www.dengroennenoegle.dk
Caravan rental
♦
♦
♦
♦
♦
Many of the nearly 500 approved campsites in Denmark offer caravans for rental.
Rental caravans are not classified or regulated by the Danish Camping Board. Accordingly, it is a
good idea to enquire about the standard of the caravan or perhaps ask to see it before you rent it.
Caravans are normally fully equipped, but to avoid unpleasant surprises, you should ask about
things like kitchen items and bed linen when you book to find out whether you will need to bring
your own.
Rental prices vary depending on the standard. For an exact price, you should contact the campsite
at which you would like to rent a caravan. It is also a good idea to book in plenty of time, because
renting caravans is becoming increasingly popular.
You need a valid Camping Pass in order to stay in a rental caravan.
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Camping cabin rental
♦
♦
♦
♦
♦
Many of Denmark’s approved campsites offer cabins for rental. The standard varies from a
modest cabin with the bare necessities to a deluxe cabin with all the modern conveniences. In
order to provide the best possible information on standards, cabins are subdivided into 5
categories – I, II, III, IV and V, with V as the top category.
Cabins are generally fully equipped, but to avoid unpleasant surprises, you should ask about
things like kitchen items and bed linen when you book to find out whether you will need to bring
your own.
Rental prices vary greatly, depending on the category and standard. During the peak season, most
cabins (with room for an entire family) are rented on a weekly basis for somewhere between
DKK 2,500 and DKK 6,000. Off-peak, it is usually possible to rent cabins for just a few days for
approx. DKK 300 per day, for an entire family. For an exact price, you should contact the
campsite at which you would like to rent a cabin. It is also a good idea to book in plenty of time
because renting cabins is becoming increasingly popular.
Remember that to stay in a rental cabin, you will need a valid Camping Pass.
You can contact the individual campsites to find out whether they have cabins for rental, their
categories and the number of cabins available.
Winter camping
♦
♦
♦
Anyone interested can rent heated cabins at many of the campsites that remain open during the
winter. The standard of cabins varies (cf. “Camping cabin rental”) and you can choose how many
nights you want to rent the cabin for – as long as you remember to book in advance.
Campsites that are open all winter are divided into 2 different categories, open all winter or open
upon request during winter, depending on whether or not you need to phone the campsite to let
them know you are coming.
Under all circumstances, it is advisable to contact the campsite you wish to visit to find out which
activities, facilities, etc., are on offer during the winter period.
Caravan ID
♦
According to the Danish Camping Regulations, the caravans at campsites must be identifiable.
♦
This means that the caravans must either be registered in accordance with Danish or international
road traffic legislation (i.e. it must be possible to legally connect a caravan to a vehicle and
legally drive off the campsite to another campsite in your home country) or they must be
registered with the Danish Camping Board’s ID number
Camping in the wild
♦
The Danish Forest and Nature Agency offers the general population various opportunities for
camping in the wild in tents in the form of primitive sites, larger campsites for schools/scouts and
other organised groups and campsites.
♦
Primitive campsites are geared towards camping in the wild with a tent or similar for individuals,
families and small groups, and they can be used without prior permission.
♦
A maximum of two nights may be spent at the same site, unless otherwise agreed with the State
Forest District. The site normally only consists of a stake marking the spot, and possibly a fire
pit. People will be sleeping in a tent or a shelter, if one has been erected.
♦
The larger campsites are geared towards camping in the wild with a tent or similar for larger
groups, including scouts, schools and institutions. Use of these sites requires prior permission by
application.
♦
Normally, such campsites can be used free of charge and the size of the sites and amount of
special equipment such as water, toilets and fire pits varies. People will be sleeping in a tent or a
shelter, if one has been erected.
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Campsites and insurance
♦
All valid Camping Passes are covered by third party liability insurance if the pass holder does not
have another form of insurance coverage. Insurance only covers damage which the card holder
can be proven to be liable for in accordance with Danish law.
♦
Only items locked in hermetically sealed containers, or kept under surveillance, can be
guaranteed against theft. At no time should the camper leave any valuables unprotected. Certain
insurance contracts cover the disappearance of camping equipment, but they generally exclude
the theft of luggage and other personal belongings left inside a tent.
♦
The owner or manager assumes no responsibility for damage or loss of campers' property.
Anyone damaging buildings, equipment or fellow campers' property is liable to pay damages in
accordance with current rules for damage liability.
♦
Sanctions against those who do not adhere to the regulations of the campsite may be expulsion
or, in serious cases, even confiscation of the Camping Pass.
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Travelling by plane
♦
New regulations from the European Commission and the Montreal Convention have strengthened
air passengers’ rights. Here you will find the main information that you need if you decide to
travel by plane to Denmark.
Before departure
You realise you need to change or cancel your flight:
♦
If there is any reason why you will be unable to embark on the scheduled flight where you have a
reservation, and for which you have already paid:
-
First, read the terms and conditions as they will determine what your rights are and what
action you should take.
-
Notify the airline or the travel agency as soon as possible. If you make your request early
enough, you may even be able to avoid cancellation costs.
-
If you only wish to postpone your journey and use your ticket later, you may be able to do so
as long as it is still valid; but you may have to pay an administration fee to change your
booking.
♦
Important: If you had planned to travel on a non-regular flight (a chartered flight) and if you need
to cancel your journey at short notice (MyTravel – 4 days, Startour – 7 days prior to departure),
your ticket is not refundable and you will not be able to obtain a refund – unless you have
cancellation insurance, which covers you in certain cases (e.g. illness). If you need to cancel your
flight at an earlier stage, please read the general terms and conditions.
♦
However, if you cancel your flight within a certain period of time prior to your travel date (this
varies depending on the travel agencies’ terms and conditions), it will sometimes be possible to
obtain a partial refund. You should refer to, and compare, the general terms and conditions of
different airlines and travel agencies.
♦
In accordance with Danish regulations, you may, in connection with package holidays, cancel the
journey for a fee unless you have been expressly informed at the time of booking that this is not
possible. If the tour operator makes significant changes prior to departure, you have the right to
cancel your journey at no cost.
You wish to give your ticket to another person:
♦
♦
As a general rule, it is possible to transfer a ticket purchased from a Danish airline to another
person, as long as this takes place within 24 hours prior to departure. There will often be an
administration fee for this service. The size of the fee depends on the airline where the ticket was
purchased.
In accordance with the Council Directive on package travel, package holidays and package tours,
you can transfer a package holiday to another person if you notify the tour operator or the agent
of this within a reasonable time prior to departure. The person who takes over the journey must
meet all the required conditions for participating in the journey and together you are liable to the
vendor for any remaining amount or extra expenses associated with the transfer. The tour
operator may set a reasonable deadline for when, at the latest, the consumer must give notice
about a transfer.
At the time of departure:
♦ The airline must comply with the published schedules unless they can prove a case of force
majeure. In certain circumstances, their liability may be limited, e.g. if the customer or a third
party is at fault.
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In the case of delays:
♦
If the departure is from within the European Union (EU) or
♦
If the departure is from a third country outside the EU to an airport within the EU, and the flight
is made by an European airline
♦
You have the right to immediate assistance on the part of the airline, provided the delay is of:
-
2 or more hours for flights up to 1,500km.
-
3 or more hours for flights of more than 1,500km within the EU, and for flights of between
1,500km and 3,500km outside the EU.
-
4 or more hours for all flights of more than 3,500km outside the EU.
♦
This assistance consists of supplying food and drink in a sufficient quantity, taking into account
the delay, as well as paying for a means of communication so that you can notify your relatives
or any other person of the delay (telephone, e-mail or fax). If the delay is for one or more nights,
you must be offered a room at a hotel and transport between the airport and the hotel.
♦
In any case, when the delay is announced to be more than 5 hours, the airline must offer to refund
your ticket for the one or any part of the journey which you can no longer use, and for the one or
any part of the journeys already made but which you could no longer use based on the initial
itinerary. If need be, the airline must offer you a return flight to your point of departure free of
charge.
In the case of cancellations:
The airline must provide the same level of assistance as in the case of delays
of more than 5 hours, but they are also required to give you a choice between a refund of your ticket
within 7 days for the one or several parts of the journey which were not made, or for the tickets which
you could not use based on the initial travel itinerary. Alternatively, they must re-route you to your
departure airport as soon as possible or re-route you towards your final destination in
♦
Comparable conditions of transport, and as soon as possible, or at a later date – according to your
convenience.
♦
In addition, you have the right to claim compensation of:
-
EUR 250 for flights of less than 1,500km
-
EUR 400 for flights of between 1,500 and 3,500km within the EU
-
EUR 600 for all other flights
♦
If another flight is offered to you, and if the time of your arrival is not later than the time of
arrival of the original reserved flight, this compensation can be decreased by 50%.
♦
Please note: You cannot ask for this compensation if you were warned of the cancellation of the
flight:
-
At least 2 weeks prior to the date of the flight you booked or
-
Between 2 weeks and less than 7 days prior to departure, if an offer of re-routing was made to
you for the same date, but with a departure schedule allowing you to leave as soon as possible,
and in any case, between 2 hours prior to the original departure time with arrival at your final
destination at the latest 4 hours after the original arrival time or
-
Within less than 7 days, if a re-routing was offered to you for the same date, but with a
departure schedule allowing you to leave not more than 1 hour prior to the original departure
time, and arriving at your final destination not later than 2 hours after the original arrival
time.
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♦
The airline is not required to pay compensation if the cancellation is due to a case of force
majeure.
♦
In most cases, a strike at the airport or among the airline personnel, technical problems or
inclement weather are considered special circumstances; consequently in such cases you do not
have a right to compensation for cancellations. However, you should still receive assistance and
be offered food and drink as well as a hotel accommodation if needed.
In case of overbooking:
♦
You reserved a ticket on the flight, but when you arrived at the check-in desk, they informed you
that there were no more seats available on the flight: You have the right to receive assistance, a
refund or re-routing and compensation (as listed above).
♦
The tickets must be reimbursed within 7 days. The reimbursement can be made in cash, by credit
transfer or cheque. A voucher refund can be made only with your written consent.
Damages:
♦
In case of delay, if you suffer additional damages, articles 19 and 22 of the Montreal Convention
of 28 June 2004 ensure your right to compensation. The compensation for damages suffered by
passengers is, however, limited to 4,150 Special Drawing Rights (SDR), about EUR 4,900 (1
SDR = EUR 1.18).
♦
In case of lost or delayed luggage, you must report it immediately to the luggage service at the
airport and complete a complaint form/property irregularity report (PIR). If the luggage is found,
the handler must deliver it to the address stated on the complaint form and must do so without
charging any fee. If you have extra expenses (you were obliged to buy clothes, basic necessities,
etc.) as a result of the delay in delivery, the carrier must pay compensation of up to a maximum
of 1,000 SDR. However, you must be able to prove the damage. Therefore, remember to keep
receipts and invoices. Your request for compensation must be submitted at the latest 21 days
following the recovery of the luggage.
Special rules for carry-on luggage:
♦ Please note that as of 6 November 2006, special rules apply for carrying fluids in carry-on
luggage. Containers with fluids must contain no more than 100ml and must be stored in a clear,
resalable bag of maximum 1 litre in size.
♦
Good advice in connection with carry-on luggage:
-
Make sure fluids are placed in your checked luggage if at all possible.
-
Have bags with fluids ready for separate screening at the security check point.
-
Laptop computers and other electronic items must be taken out of your bags so they can be
screened separately.
-
Coats and jackets must also be removed and screened separately.
Messaging service:
♦
If you need to know your rights as an airline passenger when your flight is delayed or cancelled
or if your luggage is lost, you can send the text “fly” (without quotation marks) to +45 20902920
(or to 1970 if you are Danish). You will receive answers to these specific problems. The service
applies all over Europe, which means that you can receive the information regardless of whether
you are in Copenhagen, Cologne, Rome or Budapest.
♦
The service is free of charge. You only pay your usual text service/data rate to your mobile phone
operator.
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♦
Your mobile must have online access (WAP or GPRS), as the information you receive is located
on a website customised for mobile phones.
Complaint options:
♦
♦
♦
There are several different complaint options pertaining to airline travel, depending on whether
the ticket was purchased directly from the airline or from an agency, and whether the flight is part
of a package holiday. It also depends on what the complaint concerns.
Complaints concerning EU regulations (delays, denied boarding and cancellations) are referred to
the Danish Civil Aviation Administration (CAA-DK).
If the ticket was purchased from a company in Denmark and the flight departs from Denmark, the
Danish Travel Industry Complaints Board can handle the case. You must be able to document
that you have lodged a complaint with the operator in question prior to contacting the Board.
♦
Other complains that are not handled by CAA-DK or the Complaints Board can possibly be
handled by the Danish Consumer Complaints Board if it is possible to take legal action in
Denmark.
♦
You are always welcome to contact European Consumer Centre Denmark if you are in doubt as
to where your case should be handled.
Travelling by train
♦
In Denmark, there are 13 different rail transport companies – DSB (Danish State Railways) and
Arriva are the largest operators. DSB covers rail transport throughout the country, while Arriva
covers rail transport in Mid- and West Jutland. The other companies are operated by a number of
local rail services.
♦
The entire country is divided into zones; Greater Copenhagen has its own zone system. The
number of zones you travel through determines the price of the ticket. You will find an overview
of the zones at DSB’s stations, automatic ticket machines and bulletin boards.
♦
In Greater Copenhagen, transport is mainly covered by the suburban trains called S trains, while
regional, InterCity and high-speed InterCity train service the rest of the country.
Purchasing tickets
♦
To travel by train, you must have a valid ticket before boarding the train. It is not possible to
purchase tickets on the train.
♦
You can purchase tickets at stations during opening hours, as well as at automatic ticket machines
and by telephone. DSB tickets can also be booked online.
If ticket sales at the station are closed at the time of the train’s departure, you must purchase your
ticket at an automatic ticket machine. Most automatic ticket machines accept Danish coins as
well as payment or credit cards.
♦
Ticket validity
♦
The validity is stated on the ticket, and the ticket is stamped with a date.
♦
Tickets purchased from automatic ticket machines are also stamped with the date.
♦
Punch cards (klippekort) or 1 and 2-punch tickets are valid once they are stamped. Be sure to
stamp the ticket before beginning your journey. You will find validation machines on the
platforms.
Reserved seating
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♦
At DSB, you can purchase reserved seating on certain trains, such as on the InterCity and highspeed InterCity lines. These are the trains that operate nationally between the major cities.
Reserved seating provides you access to a specific seat on a specific train. On some trains,
reservations may actually be a requirement. You can see in the timetables whether seat
reservations are required.
♦
You can purchase reserved seating up to two months prior to your journey. For local journeys on
Zealand, however, it is not possible to reserve seating until the day before departure. It is possible
to purchase reserved seating up to 15 minutes prior to departure.
♦
It is a good idea to purchase reserved seating if you are travelling during the weekend or around
holidays.
♦
It is not possible to purchase reserved seating with Arriva.
Inspection of tickets
♦
You must always show your ticket to train crew upon request. If you do not have a valid ticket
when inspected, you must pay a fine of DKK 600 and you must be able to provide some sort of
photo ID, such as a driving license. The receipt for the fine is also your ticket for the journey to
the destination you name.
Refunds for unused tickets and cards
♦
In certain cases, it is possible for unused tickets or cards to be refunded.
♦
Until the day of departure, tickets are refunded without a fee.
♦
On the day of departure, unused tickets can be refunded for a fee of DKK 40. On the day of
departure, refunds are only possible at the station where the ticket was purchased or at the station
where the journey was to begin.
♦
If you are ill, refunds are possible in special cases. You should call DSB at +45 7013 1415 or
Arriva at +45 7027 7482 before the planned departure time.
♦
If you call on the 1st day of validity, you must pay a fee of DKK 40.
♦
If you contact the rail service operator after the 1st day of validity, refunds are not possible.
♦
In certain cases, refunds are possible for partially used tickets.
♦
For tickets with special terms of use, there may be special terms for refunds, including that the
ticket is non-refundable.
♦
There are special rules for refunds for unused tickets for local journeys within a fare zone.
Luggage
♦
As a rule, you are responsible for any luggage you bring with you on your journey.
♦
Without an extra fee, you may travel with personal luggage such as suitcases, bags and similar to
the extent there is room on the train. Each piece of luggage must have a maximum measurement
of 100x60x30 cm.
♦
There are special rules and prices when travelling with bicycles.
♦
Without an extra fee, you may bring prams with you if there is room. However, rail service
operators may designate specific trains on which prams are not permitted.
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Animals
♦
For a fee, each traveller may travel with one dog. Without an extra fee, you may travel with small
dogs and other small pets which are transported during the journey in a pet carrier or similar.
Lost luggage
♦
If you have forgotten or lost your luggage on a DSB train, you can contact a DSB station or call
+45 7013 1415. DSB keeps any luggage left at stations or on trains for up to 30 days.
♦
If you have forgotten or lost your luggage on an Arriva train, you can contact Arriva at +45 7027
7482.
Information at stations
♦
Please note that information concerning delayed or cancelled trains is often only provided in
Danish.
♦ In cases of cancelled trains, rail transport is sometimes replaced by bus transport.
Planning your journey (WWW.REJSEPLANEN.DK )
♦
Rejseplanen is an online self-service tool that allows you to search for addresses and plan your
journey, including which types of transport you wish to utilise, from one address to another
throughout most of Denmark. This service is free.
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TOURISM IN FRANCE
♦
According to the Schengen agreement, entry to France is open to the nationals of the EU.
♦
Nationals of another EU Member state do not need a visa to enter French territory. A valid
national identity card, or your national passport if it is still valid or expired less than 1 year ago,
is enough. It is important always to have your ID card or passport in case it is required by the
police to inspect. If you don’t have it with you, you can be fined. It is also important at some
airports, as airlines will insist on seeing your ID or passport.
♦
For travellers from the new Member states (joining the EU in May 2004), either an ID or passport
needs to be valid. Travellers from the UK and Ireland will need a valid passport.
Non EU Foreigners and the Schengen Agreement
♦
For foreigners from outside a Schengen Agreement state (Austria, Belgium, Denmark, France,
Finland, Germany, Greece, Iceland, Italy, Luxembourg, the Netherlands, Norway, Portugal,
Spain, Sweden), a “short stay” (3 months max) visa granted for any Schengen agreement
signatory country is valid in all other countries that have signed and implemented the Schengen
treaty.
♦
Foreigners living in a Schengen Agreement state and being holders of a valid “title of stay” are
exempted from the obligation of having a visa as long as they stay for less than three months.
Customs Allowances
♦
Purchases made during a trip within the EU and for your personal use, do not require you to
make any customs declaration when arriving in France. No additional duty or tax will be charged
on goods bought with duty and tax paid (e.g. in shops, supermarkets etc.) in another EU country,
provided the goods are for your personal use.
♦
If your purchases are equivalent to or less than the quantities shown below, they will, generally
speaking, be considered for personal use. If you exceed these quantities you may have to prove
that the goods are for your personal use.
♦
Tobacco: You can import only 5 cartons of cigarettes (1.000 cigarettes or 1 kg of tobacco). Be
aware however, that the quantities of cigarettes you can import from the new Member states, that
is, Hungary, Latvia, Poland, Estonia, Lithuania, Slovakia, Slovenia as well as Czech Republic,
are lower. Please get in touch with the French customs office to find out the exact quantities you
are allowed.
♦
Alcohol: The authorised quantity depends on the nature of the imported product.
-
Spirits (e.g. Whiskies, Gin, Vodka, etc.): 10 litres
-
Intermediate products (e.g. Vermouth, Port …): 20 litres
-
Wine: 90 litres; including within this quantity, not more than 60 litres of sparkling wines
-
Beer: 110 litres
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Medicines: For non psychotropic and non drowsiness inducing medicines, the quantity you can
bring in has to correspond to the course of treatment, or 3 months at the most. If there is a check,
you may have to provide your prescription, so you should bring it with you.
♦
For psychotropic or drowsiness inducing medicines, the quantity you can bring in has to be in
proportion with a personal usage. You also need to possess a medical certificate confirming the
necessity for, and the quantity of, these medicines.
♦
For more details, you can consult the website of the French Customs Office at
www.douane.gouv.fr, which has accessible information in English, German and Spanish.
♦
It is necessary however to declare to Customs money and valuables you bring in, which exceed
the value of 7600 €. This declaration should be volunteered by you at the customs control point
and may be verified.
♦
or products protected by the Washington agreement) you should first contact the administrative
department of health or customs in France.
♦
If you purchase jewellery during your stay in France, you may need to make a customs
♦
Shopping
Opening hours
♦
Shops’ general opening hours Monday - Friday: 9 am – 8 pm, Saturday: 9 am – 7 pm, some
supermarkets are open: 9 am – 8 pm or even 10 pm. smaller shops may close from 12 to 2pm.
Shops are usually closed on Sundays and for the afternoons of Public Holidays. In larger towns,
small groceries (“épiceries”) stay open until midnight.
♦
Banks’ general opening hours Monday - Friday: 9am to 5pm, Saturday: 9 am to 2 pm, not all
banks are open on Saturdays, some are closed on Mondays
♦
Post offices’ opening hours Monday - Friday: 9 am to 6 pm Saturday: 9 am to 1 pm. Not all post
offices are open on Saturdays
VAT
There are two main rates of VAT in France. The base rate is 19,6 % and the reduced rate (especially
for cultural and food products) is 5,5 %. On some products, such as certain medicines, the rate is zero.
Shopper’s rights
♦
If you encounter a problem concerning a purchase you made in a shop in France, French law
generally applies. If there is a problem, there are several remedies.
♦
If the product has a hidden defect (“vice caché”): French law protects the buyer in case of hidden
defects (art. 1641 civil code). This legal guarantee covers all the expenses arising from the latent
defect. The defect must have existed prior to the sale, and render the product unfit for the use for
which it is intended. A replacement, a partial or total refund, or the cancellation of the whole
contract can be obtained.
♦
If the product does not conform (L211-1 and following of the consumer code): the consumer can
ask either for the repair or for the replacement of the goods. If both of these options prove
impossible, the price can be reduced or the contract may even be cancelled. The guarantee
against “non conformity” lasts for 2 years. During the first 6 months, it is up to the business to
prove that the goods delivered do in fact conform to the order, or are fit for the normal purpose of
the product.
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♦
If the product causes damage because it is defective (art 1386-1 and following of the Civil code):
the trader is responsible for damage caused by a defect in his goods, regardless of whether the
damage was caused to the buyer or to a third person. In the case of damage which is due to a
defective product, the consumer has the right to obtain a repair for of any damage suffered.
♦
It is possible for businesses to make goodwill gestures and give additional guarantees: e.g. “if
you are not satisfied you can return the items, and be reimbursed”. It is necessary in every case to
refer to the general conditions of the sales contract, or to inquire in the shop. If the trader has
mentioned anything concerning exchanges or refunds in his advertisements (either in the shop, or
on the invoice or any on other material) he has to follow this. Otherwise, he is liable for
misleading advertising.
♦
When the consumer asks for an exchange or for a refund of a defective product, if the trader does
not answer within 30 days, it is considered a refusal to exchange or to reimburse; and can
constitute a malpractice which is pursued by the criminal law.
♦
The dates of sales periods are fixed in every department by the prefects, after consultation with
the local traders. Usually sales last for six weeks during June-July and January-February.
♦
Shopkeepers still have to respect specific legal rules during the sales. The customer has the same
rights as usual concerning manufacturing defects and after-sales service. This implies that the
shopkeeper is obliged to exchange or to reimburse an item that has a hidden defect (a defect you
could not see when you bought the product) or which does not conform to the order (see above).
♦
A statement that “Goods can neither be returned nor exchanged” can only refer to items
which have been specially indicated as faulty, or to those which are normally exchanged only as
a goodwill gesture. If you buy faulty goods without being alerted, your rights to after-sales
service still apply. In any case, always be careful when buying goods in sales and inspect
them thoroughly!
♦
In the shop, the distinction between reduced and non-reduced items must be made clearly visible
to the consumer. If this does not happen, it constitutes misleading advertising. However, a
general indication is enough if the discount or the new price is the same for all the goods, for
instance, a 10% discount on all the items in a certain shelf.
♦
-
The previous price has to be crossed out (this price has to be the lowest one that was indicated
within the last 30 days before the sales)
The new price
The total amount of the discount
-
Taxi
♦
You can find them at taxi ranks (indicated by a square sign, saying “Taxi” in white on blue
background), or hail one of them in the street (provided that it is free: the sign “Taxi” of the roof
is then fully lit and the small lights under this sign are also switched on). The fares are regulated
in France according to the city (Paris, or the rest of France), the time (day or night tariff) and
destination.
Telephone and FAX
♦
The international phone number of France is 0033.
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♦
Most telephone booths now take phone cards (“cartes téléphoniques”). You can buy these at
Post-Offices and Tabacs, for example.
♦
Calls can be received at phone boxes where the blue bell sign is shown.
♦
France is very well covered by the various French mobile phone operators. Find out from your
own operator which French network to choose, in order to use your mobile phone in France at a
lower cost.
♦
The Post
♦
Mail boxes: in France, mail boxes are yellow and can be found along the street and in every Post
Office and main train station. Mail collection times are displayed on the boxes. Letters and cards
often need to be sorted according to their destination: either going to the same department as the
one you are staying in, or to other départements/foreign countries.
♦
Stamps: You can buy stamps at any Post Office and at any tobacconist. Postage costs vary
according to the weight of your mail and its destination. All rates are shown at www.laposte.fr;
e.g. a postcard and a letter from France to other EU member state costs 0.46 Euro for up to 20g.
You can arrange for letters to be sent for your collection to c/o Poste Restante, Poste Centrale, in
the town you will be visiting. There is a small fee, and you will need to produce proof of identity.
♦
Delivery times: The French mail service is efficient: allow 24 to 48 hours for domestic
deliveries; for international deliveries allow 1 to 5 days.
Internet
♦
Internet Cafes can be found in most cities throughout France. Rates may vary, but you will be
charged according to the amount of time spent using the computer. To find an Internet Cafe ask
at the local tourist office.
♦
Animals travelling with you within the European Union have to comply with the following health
conditions:
-
Vaccination against rabies
European Passport delivered by an official veterinarian of your country, recording the
following details
the pet’s date of birth/age
the microchip number, date of insertion and location of the microchip on the animal
the date of vaccination
the vaccine product name
the batch number
the date its booster vaccination is due (calculated by reference to the vaccine manufacturer’s
data sheet)
♦
For animals of less than 3 months old, and not inoculated: a general licence from the Member
state of destination will be necessary. It will be granted in the following cases: domestic
carnivores must be accompanied with a passport and must have stayed since their birth in the
place where they were born, or be accompanied by their mother. Otherwise they are forbidden to
enter France
♦
Important: certain breeds of dogs are not allowed on French territory as potentially dangerous, or
are subject to certain very strict security rules.
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Police emergencies
SAMU (medical
emergencies)
SOS Médecins (Paris
emergency doctors):
SOS Dentistes (Paris
emergency dentists):
(Paris) antipoison centre
17
15
– +33 (0)1 47 07 77 77
or +33 (0) 820 332 424
– +33 (0)1 43 37 51 00
+33 (0)1 40 05 48 48
18
112
If you loose:
♦
♦
♦
♦
♦
♦
♦
♦
♦
Your ID papers: Make a statement at the nearest police station where they will give you a receipt,
then contact your embassy or consulate.
service of the city where you are (in Paris, the +33 ( 0 ) 1 55 76 20 00). The RATP (Parisian
subway) and the FNRC has their own service.
Your car: The police station will register your complaint, or will direct you to a wrecking service,
if you were badly parked and the vehicle has been towed by the Police services.
Your credit card: Cancel your credit card as quickly as possible, then make a statement at the
Eurocard-mastercard http://www.mastercardfrance.com/fr/index.php : +33 ( 0 ) 1 45 67 84 84
Visa http://www.carte-bleue.com/ : 0892 705 705
Diners club: 0810 314 159
American express http://www.americanexpress.com/france/homepage.shtml: +33 ( 0 ) 1 47 77 72
00
An animal: Contact the animal protection service SPA http://www.spa.asso.fr/ (SOCIETY FOR
THE PREVENTION OF CRUELTY TO ANIMALS):+33 ( 0 ) 1 43 80 40 66
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Accommodation
Tourism tax
♦
During their stay in France, visitors are usually asked to pay a tourism tax which is fixed by the
local authority, and varies from 0.15 % to 1.07 % per person per day, according to the quality and
standard of the accommodation.
♦
Where the tourism tax is not a flat rate, children less than 4 years are exempt, and children under
10 only charged at half the rate.
♦
This tax is collected by the owner of the accommodation, and will be included in your hotel bill,
rent, etc.
Hotel booking
♦
French hotels are approved and checked by official authorities, and classified into six categories:
no star, 1 to 4 stars and 4*Luxe (Luxury). All must display their rates (VAT included) outside the
hotel and in each room.
♦
wish to look for a hotel by yourself.
♦
It is advisable to make an advance booking for travel during the high tourist season i.e. beginning
of July to the end of August.
Before leaving home
♦
When you book a stay in a hotel, the hotelkeeper is entitled to ask you for the payment of a
deposit, called in French either “acompte” or “arrhes”.
♦
Definition:
-
“Arrhes”: a guest who needs to cancel his reservation will not be able to get the deposit back,
except in case of force majeure (i.e. circumstances beyond anyone’s control). On the other
hand, if the hotel has to cancel the booking, it should pay double the deposit back to the client.
-
“Acompte” (the most common form of a deposit in France): a guest who has to cancel can be
obliged to pay the hotel double the deposit. On the other hand, if the hotel cancels the
reservation, the guest is entitled to ask for damages.
♦
It is customary in France to confirm the booking two weeks before the predicted arrival date to be
sure that the booking was properly recorded, and that the room has not been let to another person.
♦
However, if you ever have to cancel your stay, the hotel must be informed at the latest 24 hours
prior to the date of arrival. Otherwise the hotel will be entitled to charge you for an overnight
stay.
♦
If you made your booking with a travel agency, the agent has to give you a document describing
the place you have booked. The type of accommodation, as well as all the information
concerning the building, the insurance cover and the administrative and environmental health
formalities, must be clearly set out.
♦
Generally, the normal time of arrival at a hotel is around 7 pm, or 8 pm for short stays, but this
can vary from one hotel to the other. The best approach would be to ask the hotelkeeper directly,
or to refer to the general conditions of the contract. However, except with the agreement of the
hotelkeeper, you cannot insist on occupying the room before 5 pm.
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♦
If the booking is made with payment of a deposit (arrhes), the hotelkeeper has to wait until 11 am
or noon the next day before letting the room to someone else (although he can keep the deposit in
lieu of the cost of a night’s stay).
♦
As a general rule, check out should be done by the end of the morning, unless agreed otherwise
with the hotel.
What if on arrival the hotel does not live up to expectations?
♦
If the hotelkeeper supplied you with all the information (e.g. from a web site, brochures etc.) it is
possible to ask for compensation (maybe for a reduction of the price to be paid, for example) on
the basis of misleading advertising.
♦
If you made your booking via the Internet, you are entitled to complain to the Web site which
offered you the service. Under the terms of the law dated June 21, 2001, every person selling
goods or services on the Internet is responsible to the consumer for the proper execution of the
obligations resulting from the contract - even when those obligations are carried out by another
person.
♦
An Internet site cannot exclude its liability by alleging that it only publishes descriptions supplied
by someone else. The only defences are that the problem is the fault of the consumer, or a case
of “force majeure”.
♦
If you booked through a travel agency, the responsibility of the agent is defined by the law of
July 13, 1992. This entitles you to compensation, or to stay in a new place which corresponds to
the type that you have booked.
♦
Please note: The responsibility of a travel agency (Law of July 13, 1992) only applies if the
booking concerns includes at least two elements, such as transport and residence or / and another
tourist service.
I am a victim of a theft in the hotel or its surroundings, what can I do?
♦
Hotelkeepers are responsible for thefts and damage to the possessions of their customers, whether
inside or in the car parks of the establishment (articles 1952 and following of the French civil
code): unless they can prove it is the fault of the customer or “force majeure”. In order to receive
compensation, the consumer has to prove how the damage was caused and should also have
evidence of the value of the stolen or damaged possessions.
♦
However, the compensation to be paid by the hotelkeeper is limited to 100 times the cost of a
night’s stay for a theft committed inside the hotel, and 50 times for a theft in a vehicle parked in
the car park of the hotel.
♦
This limitation does not apply when the damage is the result of a fault committed by the business.
♦
“Exclusion notices” announcing that the hotelkeeper is not responsible in case of theft or damage,
have no validity and cannot be used to argue against your claim.
♦
Tips: In case of theft, make a report to the management of the hotel, and ask for a certificate
until you get back to your home country to do this!
Camping
Campsites
♦
France has more than 8,000 campsites, from rural farm sites to holiday villages, classified by 0 to
4 stars. An official guide to campsites is available in bookshops.
♦
The campsite prices are free. The internal rules of the campsite must be displayed at the entrance
to the site and in the reception area.
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The conditions governing the classification of French campsites are very strict. For hygienic and
environmental reasons, all campsites have to be notified to the town hall or the Prefecture, and will be
awarded stars after an inspection, according to their accommodation facilities. Examples of the matters
considered include: total surface area of the site, quantity of amenities and equipment, Pitch size and
number, and number of toilet facilities.
♦
However, the cleanliness of the site, or the ability of the staff to speak English, is not taken into
account.
♦
Properties which are served with both water and electricity, and which are directly linked with
the waste water evacuation system are called “confort caravane”; and those which are also
connected to the mains drainage and sewerage network are called “grand confort caravane”.
♦
Furnished, permanently sited caravans and bungalows are subject to the rules governing holiday
rentals (see above). So there is, for example, an obligation to provide an inventory and état des
lieux, etc.
Tourist and Leisure sites
♦
If more than half of the campsite pitches are intended for occupation during a short stay only
(overnight, a week or a month), without the tenants having the option to stay for longer-term
periods of residence, the campsite will be classified as “Tourisme”.
♦
If more than 50% of the pitches are intended for occupation of a long stay (more than a month) or
for residential camping in the form of mobile homes, etc. (but without becoming a permanent
place of residence), the site will be classified “Loisirs”.
Residential leisure parks
♦
On these sites, the owners of mobile homes or caravans either rent or buy a plot of land for a
home on a more permanent basis.
Farm camping “camping à la ferme” and open-air camping
♦
A farmer can accommodate up to 6 tents or caravans or 20 campers on his ground, by making a
simple declaration at the town hall. The minimum surface area of this site needs to be 300 square
metres.
♦
As above, the site must be classified by the Prefecture, either as classic classified ground (from 1
to 4 stars), or as a “nature zone” campsite: “aire naturelle de camping”. In this case, the period of
use can extend to six
♦
months in a year, continuous or not. However, its capacity can not exceed 25 places, or its
surface 1 hectare.
♦
If the site is classified as “seasonal”, the period of use is only 2 months a year, but the capacity is
120 pitches and 1,5 hectares.
♦
The site must display at the entrance: its prices, the site rules, accommodation facilities, the
origin and quality of the water, its classification category, and the need for a security deposit.
Camping in the wild
♦
Make sure that camping isn’t forbidden (e.g. in areas with a risk of fire) and that you have the
agreement of the owner. Otherwise you can be fined! Generally, camping in wild places is
forbidden on beaches, at the edge of roads or in nature protection and conservation areas.
♦
Only items locked into a hermetically closed container, or left under surveillance, can be
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Travelling by car
Papers
♦
The minimum age for driving in France is 18 years. Children must be at least 10 years old to sit
in the front seat. Under 10 years, they must be seated in the rear and, as in the front, use a seat
belt, or an approved child seat.
♦
It’s compulsory to carry your driving licence, car registration papers (“carte grise”) and insurance
documents. EU driving
♦
licences or International Driving Licences are accepted for driving in France.
Speed limits
♦
♦
On the French roads generally your speed is limited to:
-
50 km/h in built-up areas
-
90 km/h outside built-up areas
-
130 km/h on highways, 110 km/h when raining
-
110 km/h on expressways, 100 km/h when raining
Please note! In France, there are fixed radar traffic detectors all over the country which
phofotograph vehicles not complying with the speed limits. The positions of these radar controls
are indicated with this sign. A list of their locations is available on the site of the Ministry of
Transport:
www.bison-fute.equipement.gouv.fr
♦
For German drivers: an agreement has just been concluded between France and Germany.
German motorists not respecting the speed limits in France will receive the notification of their
fine sent directly to their home.
♦
If you exceed the speed limit, you may be fined from 45 € to 1500 €. Be aware also that,
depending on the speed, your licence as well as your vehicle can be confiscated (for speeds equal
to, or exceeding 50 km/h over the limit).
♦
If you wish to object to a fine: contact the Police court located in the area of the Police or
Gendarmerie which reported the infringement.
Traffic rules
♦
Priority to traffic coming from the right applies, unless there is a road marking indicating that you
have priority.
Safety
♦
Safety belts are compulsory for all the occupants of the vehicle that is to say for both front- and
rear-seat passengers. There must be one safety belt per passenger. In the event of a police check,
there will be a fine of €150 for anyone not wearing a safety belt.
♦
Mobile telephones may not be used while driving, unless you are using a “hands free” system. In
the case of a police check, you may be fined up to 35 € and two points on your licence for an
infringement.
Alcohol and drugs
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♦
France has very strict rules concerning the drink driving; the legal blood alcohol limit is 50 g/l of
blood. If during a police check, your level of alcohol is found at between 0,5 and 0,8 g, you may
have to pay a fine of up to 135 € and may be endorsed 6 points of your driving licence.
♦
If the level exceeds 0,8g/l, the punishment incurred is 2 years in prison, a fine of 4.500 €, and
your licence endorsed with 6 points.
♦
The Police also have the power to search for drugs. The smallest trace of illegal drugs can result
in punishment. If banned narcotics are detected, the penalty could include 2 years in prison, 4.500
€ fine and 6 points.
♦
If the blood alcohol level exceeds the legal limit, and the presence of drugs is detected, the
penalty could include 3 years in prison and €9.000 fine.
♦
Note: If you are resident in France, and driving on an EU or foreign licence, and points need to
be added, you will have to exchange your licence for a French one.
Traffic accident
♦
If you are involved in an accident in France, your insurance should cover any injury or damage
that you may cause to another party and may include cover of any legal costs that may be
incurred. Please check details with your insurer before travelling to France.
♦
Your agent should provide you with a green card (“carte verte”) which must be displayed in the
car windscreen. This serves as proof of valid liability insurance and is accepted throughout
Europe in countries which are signatories of the Green Card System. It is not mandatory to have a
Green Card when travelling within the EU if you bring your certificate of insurance. However, a
Green Card can serve as easily recognisable proof of third party insurance.
♦
The insurance agent will also provide an accident report sheet - the “constat amiable d'accident” which should always be kept in the car.
♦
In the event of an accident with no serious injuries, and if both drivers agree on the facts, there is
no obligation to contact the police, however all parties must still complete the accident report in
order to benefit from insurance.
Toll Roads
♦
A highway “autoroute” on which tolls are charged is indicated usually by a blue sign “péage”.
Green signs indicate “routes nationales” on which no toll is charged. Generally, no toll is charged
on sections of the “autoroute” in the neighbourhood of larger cities.
♦
When arriving at the toll, follow the green crosses or CB sign. The orange-coloured sign “t”
indicates that the way is reserved for vehicles having paid in advance to the highway company.
Vehicles such as Lorries, caravans or campers have to take the right-hand side of the toll; toll
booths situated on the left are reserved for cars only.
♦
When you enter an “autoroute”, at the first toll station, you will take a ticket from the gate
machine. The price is based on the distance travelled and category of the vehicle (car, camper,
caravan, lorry …etc). Automatic toll machines, as well as toll stations with personnel, take credit
cards or coins and give change; and, if required, receipts. Visa and MasterCard are among the
cards accepted at the toll stations. You do not have to sign a receipt when you use a credit card.
Note, however, cards which rely on direct computer communication with a bank, such as maestro
or electron, are not accepted.
Petrol/Fuel
♦
Generally fuel is more expensive along the “autoroutes” than at supermarkets.
FR
Sans plomb
EN
Unleaded gazoline
DE
Bleifreies Benzin
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95 ou 98
Gazoile
GPL
95 or 98
Diesel fuel
LPG
95 oder 98
Diesel Kraftstoff
LPG
♦
Major credit cards are accepted. Generally you can pay at a booth, or by inserting your card into
the machine near the pumps but please be aware that especially the small 24h petrol stations do
not accept all foreign credit or debit cards at the automatic machine at the pump.
♦
The “constat amiable” is to be filled out at the scene of the accident; it is purely a statement of
facts not an establishment of blame. But do not sign any paperwork if you do not understand it, it
can be used as evidence. Information required includes: place of accident, names of witnesses,
names of drivers with driver licence details, and details of the insurers. If more than two cars are
involved, a separate “constat” form should be completed with each party. Try to be as precise as
possible in the description of the accident.
♦
Both parties then sign the completed document. If a driver refuses to sign the form, make a note
of the registration number and take the details of any witnesses or police officers.
♦
Once the form has been successfully filled in, you have five days to return it to your insurer. If
neither driver has a “constat” form available then the report can be done by letter.
♦
If it is a serious accident, and you need to be hospitalised, the authorities will deal with the
paperwork on your behalf. If you are not hospitalised, but feel the consequences of a shock etc.
get a medical certificate stating your injuries.
♦
In case of an accident in France, as a general rule, French law will apply to determine
responsibilities and compensation of undergone damages.
♦
If you are not responsible for the accident, the directive 2000 / 26 / EC of May 16, 2000 allows
you to demand a compensation in your country of place of residence.
♦
Your insurer, or yourself, should contact the representative of the opposite insurance company in
your country. Every European insurer indeed has to appoint a competent correspondent in the
other member states. You should receive an offer of compensation in the three months of the
demand. If you have difficulties to find the coordinates of this interlocutor, you should contact
the body created for that purpose in your country.
♦
If the accident was caused by an uninsured or unidentifiable car, you are entitled under
Community law to compensation from the motor vehicle guarantee fund of your country.
Parking in France
♦
Pay-meters: Parking-meters (“horodateurs”) are common throughout France. In larger cities and
especially in Paris, these parking-meters are increasingly often operated with special credit cards
available in French “tabacs” (specially licensed tobacconists indicated by a distinctive red shop
sign). Otherwise be sure to have enough currency! Unless indicated otherwise, parking is free of
charge from 7pm to 9am and on weekends, public holidays, and during the whole of August.
Smaller towns often offer free parking from noon to 1.30pm. The tariff and time limit are written
on the machine.
♦
Important: illegally parked vehicles may be wheel-clamped or towed.
Car rental
♦
If you rent a vehicle, you should know that it is always the paper contract which you sign in the
agency when picking up the car that prevails. This is especially true for prior bookings made via
Internet. Therefore you should always verify that the final contract includes all the options which
you prior selected on Internet. Do not hesitate to take time to read again the contract, to ask
questions on the coverage of insurances signed etc.
♦
Have a close look at the car and report immediately any damage, bump etc. you discover.
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♦
Another advice: ask for the opening hours of the agency, to be able to return the car in person. If
you leave the vehicle on the parking of the company outside the opening hours, you can be held
responsible for damages caused to the vehicle.
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Travelling by plane
♦
New regulations from the European commission, and the Montreal Convention, have
strengthened air passengers’ rights. Here you will find the main information that you need if you
decide to travel by plane to France.
Before departure
You realise you have to change or cancel your flight:
♦
Is there any reason why you will not be able to embark on the scheduled flight which you
reserved, and for which you have already paid? Inform the airline company or the travel agency
as soon as possible. If you make your request sufficiently early, you may even be able to avoid
cancellation costs.
♦
If you only wish to postpone your journey and use your ticket later, you may be able to do so as
long as it is still valid; but you may have to pay an administration fee to change your booking.
♦
If you definitely have to cancel your flight, in order to be reimbursed you usually have to return
the unused ticket at the latest 30 days after its expiry date. For special priced tickets, or flights
subject to special conditions, the rules may be different. Ask your travel agency or the airline
about this point.
♦
If you travel with Air France you may return your ticket for a refund at the latest 14 months after
the date of issue. You will have to pay an administrative fee though. Please note that promotional
tickets etc. may not be refundable if you didn’t pay for specific insurance. Refer to the general
terms and conditions, or contact Air France.
♦
Important! If you had planned to travel on board a non regular flight (a “charter”) and if you
need to cancel your journey, your ticket is not refundable and you will not be able to obtain any
reimbursement - unless you signed a cancellation insurance, which covers you in certain cases
(illness, notably).
♦
Nevertheless, if you cancel your flight within a certain time in advance of your travel date (this
varies, depending on the travel agencies’ conditions), it will sometimes be possible for you to
different airlines.
-
The transfer of plane tickets is impossible unless the airline company allows for it in its
general terms and conditions.
-
Furthermore, you can be asked to pay additional costs for this change.
-
If the ticket was reserved via a travel agency, a transfer may also be possible - except if the
agency excluded this possibility in its general terms and conditions, or if the date of departure
is too close.
At the time of departure
♦
The airline company has an obligation to comply with the published schedules, unless they can
prove a case of “force majeure”. In certain circumstances their liability can be limited; e.g. if the
customer or a third party is at fault.
♦
transfer or cheque. A voucher refund can be made only with your written agreement.
Damages
♦
of June 28th 2004 allow a right to compensation. The compensation for damages suffered by
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passengers is though, limited to 4150 special drawing rights (SDR), about 4900 € (1SDR = 1,18
€).
♦
In case of the loss or delay of luggage, you have to report it first to the baggage service at the
airport and fill in a complaint form. If the luggage is found, the company has an obligation to
deliver it to the address mentioned on the complaint form and should do this without charging
any fee. If because of the delay in delivery, you have extra expenses (you were obliged to buy
clothes, basic necessities, etc. …); the carrier would have to pay you compensation of up to a
maximum of 1000 SDR. However, you have to be able to prove the damage. Therefore remember
to keep receipts and invoices.
♦
Your request for compensation must be sent to the airline at the latest 21 days following the
recovery of the luggage.
♦
In the case of a strike, responsibility is not always attributable to the airline company if the strike
is caused by staff who are not directly paid by the airline; and, if the strike was unpredictable;
and, if the company demonstrates that it took all the necessary steps to avoid the damage.
♦
When the staff of an airline goes on strike, the airline is directly responsible, and so you should
be compensated.
In the case of a delay:
-
if the departure is from within the European Union (EU) or
-
if the departure is from a third country outside the EU to an airport within the EU, and the
flight is made by a European company
♦
You have the right to immediate assistance on the part of the airline company, provided that
delay is of:
-
2 hours or more for flights up to 1500 km
-
3 hours or more for the flights of more than 1500 km inside the EU, and those between 1500
km and 3500 km outside the EU
-
4 hours or more for all the flights of more than 3500 km outside the EU
♦
This assistance consists of supplying food and drinks in a sufficient quantity, taking into account
the delay; as well as paying for the means of communication so that you can inform your
relatives or any other person of the delay (telephone, e-mail, and fax). If the delay is of one or
several nights, you must be offered the nights in a hotel and the transfer from the airport to the
hotel.
♦
In any case, when the delay is announced to be more than 5 hours, the company has to offer you a
refund of your plane ticket for the one or any parts of the journey which you can no longer use,
and for the one or any parts of the journeys already made but which you could no longer use,
based on the initial flight plan. If need be, the company has to offer you for free a return flight to
your point of departure.
In the case of a cancellation:
♦
The airline company has to supply you with the same level of assistance that they have to supply
in the case of a delay of more than 5 hours, but they also have to give you the choice between a
refund of your plane ticket within 7 days for the one part or several parts, of the journey that were
not made; or, for the tickets which you could not use based on the initial plan of the journey.
Alternatively; they should re-route you to your departure airport as soon as possible or re-route
you towards your final destination in comparable conditions of transport, and as soon as possible,
or at a later date - according to your convenience.
♦
Besides this, you have the right to claim compensation of:
-
250 € for all the flights of less than 1500 km,
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-
400 € for flights between 1500 and 3500 km within the EU,
-
600 € for all other flights
♦
arrival of the original reserved flight, this compensation can be decreased to the level of 50 %.
♦
Please Note! You can not ask for this compensation if you were warned of the cancellation of the
flight:
♦
-
At least 2 weeks before date of the flight you booked; or,
-
between 2 weeks, and less than 7 days before, if an offer of rerouting was made to you for the
same date: but, with a departure schedule allowing you to leave as soon as possible, and in
any case, between 2 hours before the original departure time; to arrive at your final
destination at the latest 4 hours after the original arrival time; or,
-
Within less than 7 days, if a re-routing was offered to you for the same date; but with a
time, and arriving at your final destination 2 hours at the latest, after the original arrival time
The airline company will not have to pay the compensation if the cancellation is due to a case of
force majeure.
In the case of an “overbooking”:
You reserved a plane ticket but when arriving at the check in desk, they told you there were no more
seats available on the plane? You have the right receive the assistance, refund or re-routing,
compensation (as listed above).
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Travelling by train
♦
Transport by train is provided by a single company, the SNCF.
♦
Reserving tickets is possible for all trains except regional trains (TER), without paying a booking
fee. It is advisable to reserve a seat early for journeys which take place in the rush hours (“white
periods”), and on certain days (e.g., departure dates in holiday periods). For some trains prior
booking is actually compulsory: TGV, Corail Téoz, and the Corail night train. A reservation can
be made online or at the ticket counter in the train station.
♦
Before getting on the train, you have to “validate” your train ticket. The ticket is then valid for 24
hours after validation, for the journey detailed on the ticket. If, for a legitimate reason, you were
not able to buy your ticket before getting on the train, you should immediately look for the
inspector in order to purchase a ticket as soon as possible. Even if a fine is still applied, it
♦
will be reduced in this case. Generally, ticket inspections on trains are frequent, and penalties are
strictly applied.
♦
A ticket bought via the Internet and printed by the traveller does not need to be validated, but it is
necessary to have all the relevant paperwork: your ID card or passport, and documentary
evidence showing for example that you meet the conditions for having a reduced-fare ticket
♦
In every case, you have to be able to present these details to an inspector. Should this be
impossible, the inspector is entitled to ask you to pay the full price for the ticket, or to impose a
fine.
♦
Note: All the TGV, TER and CORAIL trains are completely non smoking
Exchanging tickets
♦
Exchanges can be made at the train station and the SNCF booking kiosks as well as in automatic
payment stations. However, the process is different depending on whether the ticket is bought
with or without a prior reservation.
Pre-booked Tickets
♦
An exchange can be made without paying extra, before the departure of the train and for up to
one hour after the departure of the train, either in the station or at the booking kiosk in the
departure town: but the change must cover the same route as the one originally booked.
♦
For Corail trains, (except Téoz and national night trains), it is possible to obtain a new booking
with a reserved seat (you will have to pay 1, 50 €, following the general terms and conditions) if
seats are still available on the new Corail journey.
♦
An exchange can also be made during the whole period for which the train ticket is valid, but
without the guarantee of a seat.
♦
In all other cases, tickets are not exchangeable.
Unbooked Tickets
♦
These are valid for two months (from the day of purchase). An exchange is possible without extra
payment from before the day of travel, up to and including the whole period during which the
ticket is valid; but only if an exchange is made for a booked train ticket, or for a lower priced
ticket or if the customer is ready to pay for a small upgrate.
♦
In all other cases, an extra payment of 10 % of the price for the ticket will be charged.
♦
Note! Some tickets are not exchangeable, such as Prem’s tickets and tickets printed via the
Internet.
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Ticket Refunds
♦
The refund of a ticket can be requested at the counter, in the SNCF booking kiosks or at the
agency where the ticket was bought. This must be requested before the departure of the train.
♦
To obtain a refund, the ticket must not have been validated.
Booked train tickets
♦
A full refund is made for cancellations requested before the departure of the train. It will be a
refund of only 50 % if the cancellation is requested after the departure of the train. Refunds
cannot be asked for more than 60 days after the day of departure.
♦
For all the other cases, no refund is possible.
♦
Be aware of tickets purchased which are subject to price reductions or special offers as they are
not all refundable. Furthermore, only tickets priced at more than 4,60 € are refundable.
For unbooked tickets
♦
A fee of 10 % of the price for the ticket will be charged on the amount of a refund which is
requested between the day of purchase and during the 60 day period of validity which follows.
♦
Be careful with tickets subject to particular conditions, notably group tickets.
♦
A lost or stolen ticket cannot be refunded, nor a duplicate issued.
♦
For train tickets paid for by cheque or in cash, the refund is made by bank transfer only. It is
therefore imperative to communicate your bank details (IBAN and SWIFT) to the SNCF, so that
they can pay you.
♦
For payments by credit card, the refund will be made on the credit card.
♦
For further information, have a look at the traveller’s guide of the SNCF, which is available in
French and English on the Internet: www.voyages-sncf.com.
Luggage
♦
For security reasons, travellers have an obligation to label their luggage before getting on the
train. Labels are available at the counters of train stations.
♦
If you lose your luggage, address a complaint to the lost and found desk at the arrival station, or
at the final destination of the train. A sum 9 € is charged to return items.
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Holiday rentals
Tourism tax
♦
During their stay in France, visitors are usually asked to pay a tourism tax which is fixed by the
local authority, and varies from 0.15 % to 1.07 % per person per day, according to the quality and
standard of the accommodation.
♦
Where the tourism tax is not a flat rate, children less than 4 years are exempt, and children under
10 only charged at half the rate.
♦
This tax is collected by the owner of the accommodation, and will be included in your hotel bill,
rent, etc.
Holiday rental
♦
Definition:
-
rental of a property for a maximum duration of 90 days, non-renewable.
Rental agreements
♦
Before a rental agreement is finalised, a paper document must be given to you by the owner or
the agency in charge of taking the rent. This document must include the following elements:
-
The geographical situation of the property and its location in the city or town
-
The number of rooms available
-
The equipment
-
Services included in the price of the rent
-
Pictures of the property
♦
If a rental agreement is made through either a travel agency or the owner, the contract must be in
writing and contain:
-
the identity of the landlord and the tenant
-
dates and hours of arrival and departure
-
the price of the rent and a breakdown of the rental expenses
-
the amount of the sum paid in advance
♦
Be careful about unfair terms such as those:
-
declaring that the apartment is provided in good condition, when there has been no inspection
by the consumer and/or no inventory of fixtures
-
authorising the refund of the security deposit only to take place 60 days after the departure of
the tenant - even if no damage or loss has been caused to the accommodation.
-
allowing a period of less than 3 days for the consumer to report their observations on the
condition of the accommodation
-
not allowing for an inspection and/or inventory of fixtures to be made when the consumer
leaves the accommodation
♦
Where the rental agreement is between two private persons, a written contract isn’t compulsory,
but is always recommended.
♦
Be careful; if the rental agreement is cancelled, your rights to recover the advance payment vary,
depending on whether you have paid an “acompte” or “arrhes” (see above).
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♦
However, if your contract is concluded with a business, the advance payment can’t be more than
25 % of the total price, and cannot be asked for more than 6 months before staying in the
accommodation
♦
Additional payments can be asked for, for charges and expenses. Generally the tenant pays for
electricity, water or telephone usage.
♦
You may also have to pay a tourist tax in some places at the seaside or in the mountains. The
amount varies between 0,2 € and 1,5 € for each person and per night.
Insurance: compulsory when you rent in France
♦
All tenants, even for a holiday rental, are required to have a comprehensive insurance policy
(“assurance habitation”), insuring against fire, water, ice and storm damage, as well as for
damages involving family members and to a third party.
♦
It is unlawful not to have this insurance, and the tenant can be held liable for any damages
occurring during his stay; and can be refused compensation if he is the victim of an incident.
♦
Home contents insurance is not usually sufficient because this does not cover risks particular to a
building; but ask your insurance company before you sign the rental agreement exactly what is
covered. Also some agencies offer clients extra insurance for their stay in France.
Inspection and inventory of the place you have rented (état des lieux)
♦
An inspection and inventory of fixtures should be done by the landlord and the tenant together. It
is very important to make a precise note of all the problems that are present (mould, loose shower
head, etc.). Also, an inventory of the fixtures must be made. It is important to note both what is
missing, and any defects that are visible on the different items of furniture, etc. Afterwards,
whenever you notice a problem in the property, contact the landlord or the agency immediately;
otherwise they may hold you responsible for the damage and keep part of the security deposit.
On arrival, I find that the accommodation is different from that promised: what can I
do?
♦
If rented accommodation does not correspond to the description, you need to indicate all the
differences, (e.g. with the furniture, number of rooms, etc.) on the état des lieux. You should
consider withholding the rent until you have settled this problem with the landlord or his
representative. Do not forget to take pictures for proof in case of a dispute.
Obligations resulting from the rental agreement
♦
The tenant has to pay the rent on the date stated in the rental agreement.
♦
The owner has to supply accommodation which corresponds to the description he gave; he must
do repairs and replace defective equipment. The owner has no automatic right to enter rented
accommodation, only if the tenant request this e.g. when any of the fixtures need repairing.
♦
Important:
-
The tenant is responsible for all damages incurred during his stay, except for damage due to an
existing defect or due to normal wear and tear. If no état des lieux has been done, the tenant is
presumed to have received the accommodation in good condition. If the accommodation was
not in good condition when the tenant took it over, the tenant therefore risks being held
responsible for any damage caused by previous tenants.
Leaving the property
♦
Just as when you entered the property, an état des lieux should be completed before leaving. It
guarantees that the tenant will not to have to pay any extra charges which are not his
responsibility. If there is no deterioration in the condition of the property the owner has to give
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back the deposit immediately. If you want one, the owner can also give you a “reçu pour solde de
tout compte”, meaning that you do not owe him anything else.
♦
However, if there are outstanding expenses that you have to pay for, or if damage is noted, the
deposit must be repaid within a reasonable period - after the deduction for expenses has been
made. In terms of the law, a reasonable period is up to 2 months.
♦
The tenant is entitled to ask for proof of expenses he is asked to pay for (e.g. to have a copy of
the estimates, invoices etc).
♦
If no état des lieux has been agreed, the tenant is presumed to have left the property in good
condition, and the landlord cannot ask for any additional costs for damage that you may have
caused during your stay.
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Health care
Citizen of the European Union
♦
♦
♦
♦
♦
If you are a citizen of the European Union and you have a compulsory health insurance, if you
get sick in France or are victim of an accident, you can get refund for the needed medical
expenses if you presented before the treatment to the French doctor or in a French hospital the
European Health Insurance Card (EHIC). This card replaces the E111 form and other EU
forms (E110, 119, etc). The reimbursement will take place as if you were insured in France.
The card is available at your health insurance board. It’s an individual card so each member of
your family should have one. It’s valid one year and for free but it is not given automatically so
think of asking your social security centre a few weeks before leaving.
When presenting your card to the doctor, you shouldn’t have to pay for the treatment. But some
health professionals may not know the mechanism of the EHIC. You will then have to advance
the expenses. They will give you a treatment form (feuille de soins) which will allow you to ask
for the reimbursement later.
If you have a chronic condition and are likely to need treatment abroad, you should contact your
usual health provider for information about appropriate medical centres for your stay in France
and about any associated costs.
However, it may be useful to pay for additional travel insurance to cover additional costs such as
repatriation.
Third countries (non-EU countries)
♦
If you’re coming from a country that isn’t a Member State of the European Union and your home
country has no special agreement with France in regard to social insurance, you are not protected
by the compulsory health insurance in France. Since you will have to pay the costs for the
medical treatment yourself, we recommend you to take out private health insurance cover to
meet any medical or repatriation costs.
Pharmacy and medical care
♦
♦
There is a large network of pharmacies in towns and cities, and although the opening hours are
generally like the other shops (9 am – 7/8 pm), there is always an emergency pharmacy at night,
every Sunday, and during the holidays. The address of the nearest emergency pharmacy is
usually written on the door of the closed ones; otherwise ask at the police station.
To obtain certain types of medicines, a prescription provided by a doctor is needed. Other
medicines are freely sold and can be then supplied to you over the counter. The pharmacist will
be able to give you any further information.
Emergency numbers
SAMU (medical emergencies): 15
Police emergencies: 17
Fire Service emergencies: 18
European emergency line: 112
SOS Médecins (Paris – emergency doctors): +33 (0) 1 47 07 77 77 or +33 (0) 820 332 424
SOS Dentistes (Paris – emergency dentists): +33 (0) 1 43 37 51 00
antipoison centre (Paris): +33 ( 0 ) 1 40 05 48 48
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TOURISM IN GREECE
The present article refers only on tourist circulation of EU nationals and does not cover parameters
regarding nationals from third countries.
Local time is 2 hours ahead of Greenwich Mean Time (GTM). The Greek capital is Athens.
The country code for calling Greece is +30 and the area code for Athens is 210. The area code varies
from place to place within Greece but you can track all necessary information by calling the directory
assistance on 11888 and simply ask for the code of the specific area you wish to call.
The local currency is Euro, €.
♦
Greece is a member of the EU and follows the Schengen Agreement provisions regarding border
control. EU Member States applying the Schengen agreement in full (Austria, Belgium,
Denmark, Finland, France, Germany, Greece, Italy, Luxembourg, The Netherlands, Portugal,
Spain, Sweden, and the associated EU countries Iceland and Norway) follow a common visa
policy for short term stays in Greece which is up to a 3 month period. Citizens of the
aforementioned countries are not subject to border controls. Airlines however, require
identification documents – an ID card or passport or any other proof of identification issued by a
public authority.
♦
All EU citizens as well as citizens from Switzerland and Lichtenstein do not need a visa to enter
Greece. They only have to present their passport or an ID card.
♦
Before you travel, make sure that your passport is valid or you will be subject to a fine in case of
police inspection.
♦
If you happen to lose your ID you must make an official statement either to the Greek Police
Authorities or to your Embassy as soon as possible and obtain a dully signed document stating
that you have lost your identification documents.
Customs Allowances
♦
Purchases, for personal use during your travel within the EU do not require any customs
declaration upon your arrival in Greece. At the airport the customs area has 3 lanes. You should
select the appropriate one depending on whether you have items to declare.
♦
If you have nothing to declare you simply pass through the Green lane. In case you wish to
declare business goods you should go through the Red lane. If you are an EU national and you
need to declare you go through the Blue lane.
♦
EU nationals may enter Greece with the following duty free goods purchased outside the EU, up
to this specific quantity:
-
♦
800 cigarettes or
200 cigars or
400 cigarillos or 1 kg of tobacco
10 litres of alcoholic beverage or
90 litres of wine and
110 litres of beer
There is no limit for perfume.
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♦
Tobacco and alcohol allowances are not available to passengers under 18 years old.
♦
The luggage allowance for most flights is 20 kilos.
♦
In the baggage claim area of the airport one can find ATM’s, telephones, restrooms and luggage
carts. Luggage cart use costs 1 euro. If your suitcase does not ‘greed’ you in the baggage claim
area, proceed to a baggage reclaim desk.
♦
Exits from the main terminal building of El. Venizelos airport are signposted for taxi, bus and
train connections to downtown Athens.
♦
For more details or any further information concerning jewellery, money, ivory and other
valuables please contact the customs authorities.
SHOPPING
♦
Shops are open Monday to Friday 09:00 – 21:00,
♦
Saturday 09:00 – 20:00. They are closed on Sunday. Yet, opening time is indicative and closing
time is the maximum according to Greek legislation. Small shops might close earlier at night.
However shops in tourist areas might remain open until late hours.
♦
Banks are open Monday to Thursday 08:00 – 14:30 and Friday 08:00 – 14:00.
♦
Post offices are open Monday to Friday: 07:30 – 14:00. The main post offices, in Athens
(Syntagma Square and Omonoia Square), in Piraeus, as well as in other big Greek cities have
extended working hours in the afternoon.
♦
There are two main VAT rates in Greece. Product prices include VAT 19% and food products
include VAT 9%. The currency is euro and the most common methods of payment are cash and
credit cards. In case you pay by credit card you may be asked to show some kind of
identification.
♦
In Greece there are 2 sales periods. Winter sales begin on the first Monday after January 20th
and last 5 weeks. Summer sales begin after July the 15th and last 6 weeks.
♦
Be careful not to confuse sales and special offers. The difference is both on products and on the
discount level - "sales" concern products from the current period each time as well as small
discounts whereas “special offers” concern outmoded products and higher discounts. During
sales periods you have the right to replace defective goods. Shops can refuse the replacement of
your product only if that was offered in a low price due to defectiveness. Pricing details should
appear clearly on each product label: the old price, the new price, and the total amount of
discount. Overall percentage discounts on a shops’ window should probably concern specific
categories of goods.
♦
It is most important to always keep your receipt as you will be asked for it in case of replacement
especially during the sales period. Purchases by credit card should be carefully examined in
terms of transaction. Finally, for products with a large life expectancy such as electric
appliances, you should be provided with a written warranty.
PETS
♦
In order to be able to enter Greece with your pet you must present a certificate stating that the
animal has no infectious diseases, it has had all the necessary inoculation during the last six
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months prior to arrival, as well as a rabies vaccination in the last 12 months (for dogs) and in the
last 6 months (for cats) prior to arrival.
TAXI
♦
The average price from and to the airport is 25 euros for a day ride and 35 euros for a night ride
– from midnight to 5 am – all charges included.
♦
The minimum charge for any taxi ride is €2.65 for any destination.
♦
The toll booth €2.70 is also on the passenger’s account.
♦
The additional charge for travelling from ports, railway stations and intercity coach stations is
€0.86.
♦
We kindly advise you to always ask the taxi driver for a receipt. This will be very helpful, in
case of a problem regarding charges, or forgotten/missing luggage, since the receipt indicates all
details concerning the taxi driver and the vehicle.
USEFUL PHONE NUMBERS
Police emergency: 100
Medical emergency: 166
Tourist Police: 171
Fire Brigade: 199
Weather forecast: 149
Time: 141
Emergency doctors, hospitals and pharmacies: 1434
Directory assistance: 11888
Public transport destination and timetable: 185
SOS life line: 175
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ACCOMMODATION
Greece is one of the most popular tourist destinations worldwide. It is placed in the 15th position on the
World Tourism Organisation list of countries with the inbound tourism.
♦
Most tourist lodging establishments are licensed by the Greek National Tourist Organisation in
the following categories:
-
♦
♦
♦
♦
♦
♦
Basic
Non Basic
Basics are ordinary hotels, traditional guest houses, motels, organized campsites, and furnished
apartments. Non Basics are self catering units, tourist residence villas, rooms to let, and
furnished apartments to let. Hotels as well as rooms and apartments to let depending on the
services or facilities offered are classified:
On class designation (old rating system): lux, A, B, C, D, E and
In star rating (new rating system): 5*, 4*, 3*, 2*, 1*.
In terms of technical specifications, it should be noted that class L (Deluxe) hotels, correspond to
5*, A to 4*, B to 3*, C to 2*, C and E to 1*. Traditional guest houses and camping are still
classified on class designation. Today 95% of the hotels in Greece display the new rating system.
For more detailed information on accommodation establishments throughout the country you
may contact the following bodies:
Hellenic Chamber of Hotels (www.grhotels.gr)
National Union of Hotels Confederation and of course any travel agency.
HOTELS
♦
You may book any type of the above mentioned accommodations either by phone, or via the
internet, and as regards furnished apartments and rooms to let, they may be booked through local
tourism offices and travel agencies or the Tourist Police.
♦
Following your reservation, if there is no credit card facility via the site you made your
reservation, or, especially, when you book by phone, you will be asked to deposit an advance
payment in a bank account. Such advance payment may reach up to 25% of the total price, but it
may not be less than the daily rent. Always remember to retain the bank extract as proof of
depositing your advance payment for your reservation.
If you make a reservation and do not use the reserved accommodation for the agreed duration,
you shall be liable to compensate the hotelier with half of the agreed price for the period the
accommodation was not used. However, if you cancel your reservation 21 days prior to the date
of your expected arrival, then the latter is obliged to refund you in full as regards any advance
payment you paid the hotelier.
If your booking is made through a travel agency, the agent is obliged to provide you a written
description of the hotel and its classification as well as all valuable information about taxes,
insurance cover, health formalities, equipment, toilet facilities, services and amenities.
The hotelier is obliged to provide you with the room that has been reserved; otherwise he is liable
to ensure that you are provided with an alternative accommodation at another hotel of at least the
same class offering the same facilities as the ones advertised for the hotel originally booked. The
cost of your transportation to the alternative accommodation is borne by the hotelier, so is the
cost that might arise from any disparity of prices between the two hotels. Failure to do the above
obliges the hotelier to reimburse you in full for the agreed upon length of stay.
You should know that the law provides that overbooking brings about administrative sanctions
upon the hotelier, which may cause a relegation of the accommodation to the next lower class for
a year. This may not directly affect you, but you realize that it is not exactly of the hotelier’s best
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interests not to provide you with the reserved, or at least, an alternative equivalent
accommodation!
All services advertised must be provided. Rates must be clearly displayed in every room. All
hotels must possess coffers and safe deposit boxes in the reception area. Instead of safe deposit
boxes at the reception hotels may possess safe deposits within the hotel rooms. In case of theft,
always make a report to the management of the hotel describing exactly all possessions you
miss. You must also lodge a complaint to the nearest police station and ask for a certificate
confirming the theft.
Ask for the discount made in low tourist season or discount in high tourist season that concern
children and infants.
Remember to confirm your reservation at least 2 weeks prior to your arrival.
CAMPING
♦
There both summer campsites and campsites near urban areas throughout Greece. Prices vary
but must be approved by the GNTO (EOT) and displayed at the entrance. All campsites must
display the GNTO sign.
♦
All legal camping should have the authorized operating licence of Greek Ministry of Tourism
and the Greek tourist Organisation that guarantees the proper accommodation during your
vacation.
Wild camping, parking or use of camping accommodation outside the authorised campsites is
strictly forbidden under very serious penalties by the Greek Law. (Law 2160/93 art.4/1 and Law
2741/99 art. 21/1) It is also prohibited by the Greek Law to set up campsites in unsupervised
areas anywhere in the country.
♦
Dealing with problems as a tourist-consumer
♦
Should any problems arise regarding mistreat by the hotelier, you must swiftly contact the
Tourist Police. Tourist Police departments are spread all around Greece. Information about where
you can find Tourist Police Department in the area you are staying may be obtained by calling
number 171 (toll free, 24/7). You may report your complaint with them and they will give you
guidelines and help you with your problem. Once you lodge your complaint with them, the
Tourist Police will directly contact the hotelier and try to resolve the situation you are facing. If
no solution is found and the hotelier’s conduct constitutes a violation of the provisions of the law,
they have the power to forward the case to the authorities competent to impose administrative, or,
in case of misconduct that is penally punishable, even penal sanctions.
Time-sharing
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A rapidly growing form of vacation in Greece is time-sharing. Time-sharing agreements are
concluded with a notary document, which are registered with the Land Registry Authorities. By
signing this contract, you obtain rights on the rented accommodation for a certain period of time
during a year, which may not be less than a week, for three years minimum to sixty years
maximum. Seller has to provide you with a document, if requested, containing comprehensive
information about the timeshare property. This information, describing, inter alia, the right which
is the subject of the contract, the location of the property, forms an integral part of the contract if
the timeshare right is purchased. The contract is drafted both in Greek and the language that the
purchaser selects, either the language of the Member State you are national of, or the one you
reside in. the contract is also accompanied by a cancellation statement.
♦
A right to a 10-day cooling off period counted from the day buyer signs the timeshare contract.
During the cooling off period, buyer has the right to cancel the contract without giving any
reason and at no cost, apart from the legal costs incurred in making the contract. You also have
the right to terminate the contract if it does not contain the information that must be included in
the aforementioned document, within three months from the date the copy of the contract was
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delivered to you. Prior to the expiration of the ten-day cooling off period, any advance payment is
prohibited, save the expenses for cancellation or termination, as well as the registration of the
contract with the Land Registry Authority.
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Travelling by car
General information
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Τhe minimum age for driving in Greece is 18 years. The driver should have according to the
relevant provisions the statutory driving license and the requisite bodily and mentally ability to
drive.
♦
The driver should always carry with him his/her the driving license, the car registration papers
(car license) and insurance documents. International Driving Licenses and International
Insurance Licenses are accepted in Greece.
Speed limits
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On the Greek roads generally the speed limit near inhabited areas is 50km/h, except it is indicated
otherwise by a sign.
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Outside inhabited areas the speed limits vary according to the vehicle. However, in general as far
as cars is concerned the speed limits vary from 50km/h (within inhabited areas) to 130km/h on
highways. In any case, you should follow the speed-limit signs.
♦
In Greece the speed is controlled either by the competent police department or by fixed radar
speed detectors, placed mostly in highways and fast roads (there are signs indicating the
existence of such radar speed detectors along the roads).
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If someone exceeds the indicated speed limit, the fines vary from 40€ to 350€ depending on the
excess of the speed limit. It should be noted that if someone exceeds the speed limit more than
30km/h, more than 150km/h in highways, more than 130km/h in fast roads or more than 120km/h
in the rest road network, the fine is up to 350€ and on the spot suspension of the driving license
for 60 days according to the law.
Traffic rules
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Priority to traffic coming from the right applies, unless there is a road sign indicating the
opposite.
Safety
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The use of seat belts is compulsory not only for the driver but for both front and back seat
passengers. In case there is an infant in the car, the full responsibility for the child has the adult
passenger him/herself. The children under the age of 12 years old should not sit next to the driver
(co-driver’s seat) unless they are seated on specially designed approved children seats.
♦
As the driver should always have freedom of movements, the use of mobile phone is forbidden
unless a bluetooth is used or the phone is turned on to the open speaker device. In case of a police
check, if the driver is caught talking on the mobile phone, s/he is fined with the amount of 100€
and his/her driving license is suspended for 30 days.
Alcohol and Drugs
♦
A driver is considered to be under the influence of alcohol when the percentage of alcohol in the
blood reaches the 0,50g/l or more - with the method of blood sampling - and the 0,25 millimeter
of g/l and more when the police check is done with the special designed exhaled alcohol device.
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If the level of alcohol in the blood ranges from 0.50g/l to 0.80g/l (when the check is made
through the blood sampling method) or 0.25 to 0.40 millimeter of g/l (when the driver exhales in
the specific designed machine), then the fine is 200€ and the driver’s license is endorsed with 5
points in the point system.
♦
If the level of alcohol ranges from 0,80g/l to 1.10g/l (blood sampling method) or from 0.40 to
0.60 millimetre of g/l (exhaled air), the fine is 700€, the driving license is suspended for 90 days
and endorsed with 9 points.
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If the level of alcohol is more than 1.10g/l (blood sampling) and more than 0.60 millimetre of g/l
(exhaled air), the fine is 1 200€, the driving license is suspended for 180 days and the driver is
sentenced to at least 2 months of prison.
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If the driver is caught driving under the influence of alcohol for the second time in 2 years time
and the level of alcohol is more than 1.10g/l (blood sampling) and more than 0.60 millimetre of
g/l (exhaled air) the fine is 2 000€, the driving license is suspended on the spot for 5 years and the
driver is sentenced to 6 months of prison.
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If the driver is caught driving under the influence of drugs which could possibly affect his/her
driving ability, except for the driving license being suspended for 3 to 6 months, s/he is fined
with at least 200€ and sentenced to prison for at least 2 months.
Traffic Accidents
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Before coming to Greece by car, the driver should have asked his/her insurance company to
provide him/her with the green card which serves as a proof of valid insurance recognizable
throughout all the European countries which are signatories of the Green Card System. It is not
mandatory to have a Green Card when traveling within the EU however, it is preferable because
all the driver’s personal details are on it and in case of an accident you are completely covered by
your insurance company.
♦
When an accident takes place it is advisable to call the police immediately in order all the
documents to be filled correctly and objectively.
♦
Then, returning back home, if you are not responsible for the accident, you should contact the
representative of the opposite insurance company in your country. Every European insurer has to
appoint a competent correspondent in the other member states. A response or an offer of
compensation from the insurance company should be received within a three months time.
Toll roads
♦
Toll fares depend on vehicle categories which are determined mostly on the basis of the vehicles’
size. The prices are displayed in special anaclastic screens.
♦
When arriving at the tolls you should bear in mind that there is a lane only for those vehicles
whose drivers have already paid an amount of money as fee (e-pass) in order to pass the tolls
freely. A big sign indicating the e-pass lane is displayed so that the vehicles could pass the tolls
without having to pay as there is a mechanism which identifies the vehicle through photo electric
cells.
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All the other vehicles pass through all the other lanes however the very high lorries pass through
the right lane only.
Petrol/Fuel
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The petrol/fuel prices vary in different petrol stations or regions. Thus, it is preferable to check prices
before ending up to a petrol station. Information on petrol/fuel prices you can find in the website of the
Hellenic Ministry of Development http://www.ypan.gr/index_uk_c_cms.htm however it is written in
Greek.
Parking
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Parking–meters are common in many areas of Greece and specifically in big cities. There is
usually a sign indicating the parking–meter. In such a case, the driver should pay an amount of
money either by buying a card from the nearest kiosk or by paying a fare from a specially
designed machine.
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In the centre of Athens, the new parking controlling system has been applied since November
2006. There are 2 538 parking spaces for the permanent residents (blue lines), 1 956 for the
visitors (white lines) and 1 000 for special situations and professional needs (yellow lines). The
controlled parking system applies all working days from 9 o’ clock in the morning till 9 o’ clock
in the evening and on Saturdays from 9 o’ clock in the morning till 4 o’ clock in the afternoon,
only for the parking spaces indicated with the white lines – for visitors.
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The maximum parking limit is 3 hours and the parking fare is 50 cents for every thirty minutes.
Thus, for 2 hours the parking fare is 2€. However, for 2 and a half hours the fare reaches the
amount of 4€ and the amount of 6€ for three hours.
Car rental
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Driving in Greece is allowed to persons above the age of 18 years old. However, for renting a
car, you should be at least 21 years old and have your driving license at least for one year. It
should be noted that for some vehicles of more than 2 000c it is necessary the driver to be more
than 25 years old and holder of a credit card as the latter is usually required for ensuring the
payment of the car hire.
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In order to rent a car you should demonstrate either a driving license which is accepted as valid in
Greece or an international driving license.
♦
Before signing the contract (car hire agreement) with your personal details, you should pay
special attention to the terms and conditions of the contract and ask information on safe driving
and the general condition of the car you intend to rent. Moreover, it is necessary to request all the
necessary information and requisite explanations regarding the insurance cover and its
exemptions.
♦
In general, the person who rents a car has full responsibility for restitution of any damage made
to it due to his/her negligence or responsibility and s/he cannot be compensated by third parties.
However, the renter may not be charged if s/he accepts to pay a certain amount of money per day
as insurance cover, depending on the type of the rented car. Thus, it is essential to ask the car
rental company for detailed information on the exact amount and the level of insurance cover. At
this point, it should be noted that most of the times damages at the lower part of the car or the
rims/wheels are not covered by any insurance.
♦
Since at the end of the car hire period, additional charges might occur which had not been prepaid
at the beginning (damages on the wheels, traffic tickets, additional rental days etc), the rent a car
companies usually ask the renter to sign a blank credit card slip. When the hire period ends and
there are no additional charges, the credit card slip must be returned to the renter or torn up
immediately. In case there are additional charges, all the rest blank spaces should be deleted in
fear of other charges being added later.
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When making a payment ask for receipts/invoices in order to have all the required documentation
in case of an accident or a dispute between you and the company when calculating the final price.
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In case of an accident it is advisable to take photos of the car so that the damages could be
actually demonstrated. It is also recommended to visit a garage in order to be given an expert
report and take an idea for the cost of the damages. But, be careful. You should not repair the car
there.
♦
The car rental company undertakes the repair of the car and if the damages are not covered by the
insurance, you will be asked to pay an additional amount. At this point, you can ask copies of the
invoices for the repairs so that you can check the amounts charged.
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Last but not least, when you want to return the car back to the company you should ask for the
opening hours and return the car in person. Otherwise, if you leave the car at the parking lot of
the company or at any other place away from the premises of the company (even though you
have agreed on that with the trader), you run the risk of being charged for damages caused to the
car without your fault. In this case it is difficult to prove that the car was returned back in an
excellent condition (you will not have the relevant document – upon your request - which you get
at the end of the renting period and verifies the good condition of the car).
BUS, TROLLEY BUS, TRAM
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OASA is the Athens Urban Transport Organization. It is responsible for all public transport in
Athens such as buses, trolley buses, railway, metro, tram and the urban railway (proastiakos).
♦
For all public transport, the first and the last scheduled route and their frequency depend on the
day, (whether it is weekend or public holiday) as well as the route and the kind of transport. Yet
you may find all information on routes and timetables simply by calling 185.
♦
The exact operating hours are on display at every bus station, bus terminal and of course the
OASA webpage. (www.oasa.gr).
♦
The following bus services are exceptions and operate on a 24 hour bases:
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The X92, X93, X95, X96, and X97 lines which are express routes to the airport.
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The 040 route from Piraeus to Syntagma Square.
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Generally, bus lines operate Monday to Friday 5:00-23:30, Saturday 5:00-23:30 Sunday and
official public holidays 5:30-23:30.
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Trolley buses operate Monday to Friday 4:30 to 24:00, Saturday 4:30 to 00:15 Sunday and
official public holidays 4:30-00:15. Trolley bus line 11 from Koliatsou to Nea Elvetia is an
exception and operates 24 hours a day.
♦
Tram operates Monday to Thursday 5:00-00:40, Friday and Saturday on 24 hour bases, whereas
on Sunday and official public holidays the last scheduled route is at midnight. You may also find
3 tram routes that operate from 5:00-01:00 depending on the destination. Their frequency varies
from 20 to 40 minutes. You may find all information about tram lines and timetables on line at
www.tramsa.gr.
♦
We also suggest you to discover the beauty of Athens, capital of Greece, by sightseeing public
coach, line 400. Discover the highlights of our city that is rich in history and culture and has
many contrasts between ancient and modern. The ticket costs 5, 00 euros and you buy it from
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the bus driver. You validate it once you enter the sightseeing coach and you may use it for 24
hours in all public transport means except the express lines to and from the Airport.
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Travelling by plane
TICKET RESERVATIONS
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Depending on the type of the ticket you issue, special conditions apply when you need to cancel.
Restricted fare tickets are not refunded. For all other tickets, if you want to cancel the reservation,
it is advisable to contact the airline and inform them as soon as possible.
♦
If you wish to change the date of your journey, it is possible the company to pose administration
charges. Always contact the airline prior to any alterations to the original journey plan.
RESERVATION CONFIRMATION
♦
Airlines advise consumers to contact them at least 72 hours prior to departure in order to confirm
their reservations. The reservations are subject to cancellation if the passengers have not
confirmed or issued the ticket.
SCREENING AT THE AIRPORT
♦
All liquids must be presented for examination to the screeners at the security check points. It is
forbidden to carry quantities more than 100ml on individual containers.
♦
Liquid containers must be carried in a transparent re-sealable plastic bag. You are allowed to
carry medicines, dietary requirements and baby food. Airport security can ask for proof that the
above are actually needed.
♦
Passengers are allowed to shop any liquids available at the duty free shops, as long as they are
kept in a sealed plastic bag.
TRANSPORT
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Six express bus routes connect directly the greater area of Athens and Piraeus to the Athens
International Airport (AIA). All buses disembark passengers at the Departures Level and depart
from the Arrivals Level, between Exits 4 and 5. Express buses have frequent all day services.
Χ92 : Kifissia - Airport
Χ93 : Kifissos Coach Station - Airport
Χ94 : Ethniki Amyna - Airport
Χ95 : Syntagma - Airport
Χ96 : Piraeus - Airport
Χ97 : Dafni Metro Station - Airport
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AIA is also connected to Athens Central Railway Station (Larissis Station) and the port of
Pireaus via the Suburban Rail.
For further information on access, schedules and timetables, you can contact the AIA web site:
http://www.aia.gr/pages.asp?pageid=981&langid=2
The Express Bus fare from the Airport to Central Athens costs €3.20. The Suburban train fare
from the Airport to Central Athens costs €6.00. A return ticket costs €10.00 and it is valid for 48
hours. The common “Metro-Train” tickets can be used with all other public transport but they
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should be re-validated before a passenger uses a second transport service. Validation should be
made on the same ticket however it should be clearly readable (it is recommended on the
opposite side of the original validation). It is also advisable to contact airport information or
Athens Metro staff for more details upon arrival.
PARKING
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In Athens International Airport (AIA) there are two short term parking places (indicated P1 &
P2) and one long term (P3).
Visitors can park in short term car parks (P1, P2) for up to 5 hours. If they intend to stay longer
they should visit the Airport’s long term car park (P3).
NOTE: Parking in short term car parks (P1, P2) for up to 20 minutes is free of charge.
SAFETY
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Although there are no specific rules regarding the liquids that can be carried in checked-in
luggage, it is advisable to always contact your airline prior to departure for more information.
If you want to carry pets on board it is also advisable to contact the airline prior to departure. The
procedures regarding carrying pets either on board or as a checked in item, vary depending on the
internal company’s regulations.
DELAYED/DAMAGED /LOST LUGGAGE
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In a situation of delayed, lost or damaged luggage, passengers should immediately report it to the
lost-and-found division of Athens International Airport. They also have to report it to the airline
as soon as possible. In the case of damaged luggage, the passenger has to file a written complaint
to the company within 7 days from the day the luggage was delivered to him, whilst on a delayed
luggage situation the passenger must file a written complaint the latest after 21 days of the day
the luggage has been returned.
For all the aforementioned instances related to checked-in luggage, the Montreal Convention
renders the airline liable to compensation for a maximum of 1000SDRs (The SDR is an
international reserve asset, created by the IMF in 1969 to supplement the existing official
reserves of member countries. SDRs are allocated to member countries in proportion to their IMF
quotas. -source: www.imf.org) depending on the contents of the luggage.
The air carriers liability rises above the aforementioned figure if the passenger declares (fully
insures) prior to check-in, the luggage true value.
LONG DELAY/DENIED BOARDING/CANCELLATION
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As of February, 17th 2005 Regulation 261/04 applies in all European Union Member States
regarding denied boarding, long delay or cancellation.
In general, the regulation sets the airlines’ liabilities and establishes common rules on
compensation and assistance to passengers.
Apart from that, the Commission communication to the European Parliament on operation and
results of the Regulation 261/04 is focusing on its impact to the fields covered by the Regulation.
Examining the quantitative impact of the Regulation, the Commission finds it helpful at limiting
the cases of denied boarding/downgrading, delays and cancellations.
SPECIAL ISSUES
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During the 2.5 years of its operation ECC-Greece has received several requests/complaints
related to air passengers’ rights.
♦ Many passengers/consumers have contacted ECC-Greece about some special issues not available
in any EC Regulation or International Convention. IATA is providing guidance to the airlines by
setting the rules, which airlines are not obliged to follow. More generally, airline companies have
the discretion to set their own rules on specific issues such as:
− Maximum checked luggage weight allowance
− Excess Baggage allowance
− Hand Luggage (dimensions in cm, length X height X width)
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−
−
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Customers with disabilities
Travelling with pets
Unaccompanied minors
Therefore, ECC-Greece kindly advises all consumers to contact airline companies prior to ticket
reservation.
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Travelling by train
RAILWAY (TRAIN)- METRO- URBAN RAILWAY (PROASTIAKOS)
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The departure timetable from Piraeus to Kifissia and vice versa starts at 05:00am and ends at
00:15am. In certain train stations, such as Attiki, Omonoia, Monastiraki, there are connections to
metro lines 2 or 3.
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Line 2: Agios Antonios – Agios Dimitrios
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Line 3: Aigaleo – Airport
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There are train departures from and to the airport every 30 minutes every day. The urban railway
from Athens to the airport leaves at 05:57 and from the airport to Athens at 07:20. The last
departure from the Airport to Athens is at 23:50 and from Athens to the Airport at 23:06.
♦
All the above scheduled routes and departure time may change so all passengers are kindly
advised to be informed before they choose any public transport by calling 185.
♦
Always validate your ticket upon entering a station or a public transport vehicle. You can find
your tickets at all stations and kiosks. The daily ticket costs 3, 00 euros and is valid for all public
transport means except the express lines of buses, metro and urban railway to and from the
Airport. The weekly ticket costs 10, 00 euros. Children under 6 years old travel free.
♦
You validate the ticket by inserting it to the validating machine as soon as you board on a bus,
trolley of tram or when entering a metro or rail station. Ticket inspection is carried out at any
time and any public transport by the authorized personnel of the Athens Urban Transport
Organization. The penalty fare for not having a valid or validated ticket is 60 times the ticket’s
price. Regarding the express lines to and from the Airport the penalty fare is 20 times the ticket’s
price.
♦
Penalty fares are paid either on the spot or at the offices of each transport company that issued it,
working days Monday to Friday and on working hours that may vary between companies.
HELLENIC RAILWAY ORGANIZATION (OSE)
♦
OSE is the national railway company. Using the intercity and intercity express train you can
travel from Athens to Thesaloniki and Alexandroupoli with or without intermediate stops.
♦
For each transportation category (passenger, luggage or accommodation) you choose you pay
the appropriate ticket. Passengers traveling without ticket or valid ticket are obliged to pay its
price plus a fine. In case of a luggage delay due to the railway company you are refunded in full.
In case the passenger is considered liable no compensation is payed.
♦
The validity of your ticket in case of cancellation has a maximum period of 6 months from the
departure date.
♦
Special offers are refunded with a deduction according to the Hellenic Railway Organization.
♦
In case of delay or schedule cancellation the passenger has the right to:
-
interrupt his journey and demand the ticket refund
-
continue his journey with the next train connection even if it’s a superior train category, or
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return without payment with the first train to the departure station and ask a ticket refund.
In case of train delay or scheduled cancellation that leads to missing a connection train the
Hellenic Railway is obliged to:
-
offer the passenger transportation by another train
-
extend the validity of ticket
-
offer the passenger a train upgrading journey with no extra charge
♦
The Railway is responsible for your luggage from the moment you check in at the Baggage
office, until the delivery to the beneficiary at the destination station. For luggage loss or damage
due to proved railway responsibility you receive a refund of about 150 euros for all luggage
pieces.
♦
Finally, the disabled are entitled to a 50% reduction on the ticket price. However in this case all
additional price supplements are fully charged. A reduction of 30% up to 50% on ticket prices is
granted to groups over 6 persons.
♦
No reduction is granted during July and August:
-
9 days before and 7 days after the orthodox Easter
-
Between the 23rd of December and the 6th of January
♦
For all the above information as well as destinations, departures, prices, charges or refunds you
are kindly advised to call 1110 Hellenic railway customer service line.
TRAVELLING BY BOAT
♦
Piraeus is the largest port in Europe and one of the largest ports in the world. It welcomes
approximately 20 million passengers annually. It is also an important destination for cruise ships
in the Mediterranean Sea. According to the Olympic Hospitality Project, the port of Piraeus
received simultaneously 11 cruise ships – floating hotels. Among them the Queen Mary II, the
biggest cruise vessel in the world with length 340m.
♦
Other ports in Greece are located in: Igoumenitsa, Volos, Salonica and Patra.
♦
For the purpose of servicing cruise passengers, the Piraeus Port operates terminals which host
duty free shops, Tourist Police, Customs office and other essential services.To avoid any
inconvenience passengers are advised to call 1440 for any information regarding ships timetable
departures or delays and possible changes to travel schedules. In addition you may be informed
by the ship owning company, the shipping agency or the competent Port Authority.
DEPARTURE GATES
-
E1: Dodekanese
E2: Chios- Mytillini- Crete- Dodekanese
E3: Crete
E4: EXIT
E5: EXIT
E6: Argosaronikos- East Cyclades (pedestrians)
E7: Argosaronikos – East Cyclades (vehicles)
E8: EXIT Argosaronikos
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E9: West Cyclades
E10: EXIT
We advise you to contact the ship companies, before travelling, about prices, timetables, fairs,
discount, tickets, luggage, reservation or cancellation.
TERMS AND CONDITIONS
♦
Reservations and bookings can be made through all cooperative travel agencies, the port’s
central reservation office or the port offices of the company. When making your reservation you
state the following information: name, surname, age, gender, type of vehicle and plate number.
In order to board on the ship you need to possess your ticket. The ticket is strictly personal,
valid for one year from the issuing date and only for disembarkation from the port mentioned. It
is not transferable and is valid only for the specific accommodation and route it has been issued
for. Both your ticket or vehicle receipt are not refundable or replaceable in case of loss. Any
changes you wish to make must be reported to the issuing agent or the port offices. Passengers
with “open date” tickets should confirm their reservation in advance especially during high
season. These tickets are valid for one year from issuing date and any price difference is paid by
the passenger.
♦
Passengers are entitled to a 50% refund if they cancel their reservation before departure. The
shipping company is not responsible for any travel delay or cancellation due to bad weather
conditions or orders from the Ministry of Mercantile Marine and Harbor Authorities or due to
force major. If the travel is cancelled due to ship’s responsibility the ticket is refunded without
any further obligation to passengers. In case of significant delay of departure, you have the right
to withdraw – declare that you don’t wish to sail and ask for the refund of the ticket you already
paid. Your local maritime agent is responsible for refunding.
♦
You should be at the embarkation area 1 hour before departure or even 2 hours ahead, if you
have a vehicle to load. All passengers, except the driver, have to exit the vehicle before
embarkation. For any damage caused to vehicles at the garage during the trip and due to ships’
responsibility the shipping company is responsible for refunding.
♦
Meals and beverages are not included in your ticket price.
♦
Children up to 5 years old travel free but are not entitled to bed, while children 5-10 years old
pay half the fare and are entitled to bed.
♦
You are allowed to carry your luggage free of charge if you have a full ticket, the weight and
volume of which is indicated on the back side of your ticket. The carrier is responsible for any
damage or loss of your luggage in case you deliver it for safekeeping. You may deliver your
jewellery, money, and valuables to the ship’s accounting office for safekeeping during the travel
and you are entitled to compensation in case of loss or damage. Remember to carry with you any
object you may need during sailing as entrance to the garage or baggage area may be forbidden.
For any information concerning the above, always contact the reception directly. However for
any complaint during sail you should address to the captain or first mate and after arrival contact
the Harbor Authorities.
♦
Timetables, prices or travel conditions are subject to changes without prior notice.
SPECIAL OFFERS AND DISCOUNTS
♦
Passengers entitled to discount are kindly advised to state it at the time of booking. Once the
ticket is issued no refunds are allowed for price differences. Only one discount is granted at a
time when applicable conditions are met.
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♦
Your travel agent or Port Authorities should inform you whether you are entitled to a discount –
in case you are students, children, disabled persons or senior passengers. Presentation of identity
card or authorised documents proving your right for a discount is required at ticket issuance as
well as in boarding check. In any case, you should carry your passport or identity card with you
at all the time.
SHOPPING ON BOARD
♦
Credit cards are accepted in shops and at the “à la carte” restaurants on board. Euro is the official
currency in ships. Shops are obliged to have price lists including all items and products on sale.
Always ask for your receipt and make sure the prices on the receipt are the same to those
mentioned on the price list.
♦
It is obligatory to the snack bars at the B, C and Tourist classes to sell certain products at certain
prices (including VAT), according to the market control police regulation laid down by the
Ministry of Development. These products and their prices are:
♦
♦
♦
♦
♦
♦
♦
♦
Water 0.5L
Ham and cheese toasted sandwich
Ham and cheese sandwich
Greek coffee
Filter coffee
Espresso coffee
Frappe coffee
Tea
♦
In case you are asked to pay more you have the right to ask for enforcement of the market police
control regulation. In addition, the final selling prices of the refreshments cannot be higher than
the price indicated on their packaging. These prices are for those served standing and not seated
passengers.
0.50 euros
1.50 euros
1.50 euros
1.50 euros
1.50 euros
1.50 euros
1.50 euros
1.50 euros
PETS
♦
Pets travel free of charge in special designed kennels on the ships’ deck.
♦
They are usually not allowed indoor public areas or cabins. The owners are responsible for
feeding and for pet hygiene. They are also obliged to have their pets’ valid health paper with
them.
♦
For further information regarding your pet ask your travel agent or the ship reception directly.
LEAVING THE PORT
♦
From Gate E7 to Gate E9 there are several bus terminals. Contact the Port Authorities for the
appropriate Gate or bus line depending on your destination. Bus line X96 drives you to the
airport. You may ask for the in port area buses that are free of charge and drive you from Gate to
Gate.
♦
The train terminal of Piraeus is nearby. And of course the taxi solution is available outside each
Gate.
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Health care
This leaflet will provide the consumer with information on health in Greece. The consumer will find
information concerning European Health Insurance Card (EHIC), Hospitals (Public and Private) and
Pharmacies.
European Health Insurance Card (EHIC)
EU citizens with a compulsory health insurance in their country can be treated in Greece should they
face a health problem. All they have to do is provide their European Health Insurance Card (EHIC).
This card is personal; common to all EU member states; and replaces the previous health forms, such
as E111, E110 and E119. Hence, in case of an accident or a health problem, tourists –holders of an
EHIC card– can call at any national hospital which is on duty that day.
Pharmacies
There is a large network of pharmacies in towns and cities in Greece. The opening hours are: 8:00 am
– 2:00 pm (Monday-Friday) and 5:30 pm – 8:00 pm (Tuesday, Thursday, Friday). There is always an
‘emergency pharmacy’ on duty in each district at night, weekends and on holidays. You can find
information on the nearest ‘emergency pharmacies’ on the window panes of all closed ones.
Emergency numbers
For further information and emergency assistance you can contact:
National Health System: 166
Social Insurance Institute: 184
Police: 100
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TOURISM IN GERMANY
Accommodation
Tourism tax
♦
German cities have the right to charge a visitors tax. If and how much they charge is to the
decision of the cities.
Hotel booking
♦
German hotels are approved and checked by the association of hotels, and classified into five
categories: 1 to 5 stars. All must display their rates (VAT included) in each room.
♦
♦
Before leaving home
♦
When you have booked a room in a hotel and the hotel keeper confirms your booking, both
parties are bound to the contract. The hotel keeper is not allowed to give your room away if not
otherwise agreed.
♦
There is no common rule in Germany concerning deposits. A few hotels require a deposit. So it is
better to ask before you book the room.
♦
Also, there is no general rule concerning arrival times. There are hotels with limited arrival times
and others which give the possibility to arrive 24 hours a day. Please ask your hotel for further
details.
♦
The hotel keeper can be held responsible if the room is given to another person or the hotel is
overbooked. For example he has to compensate you for your journey home or the higher prices
of another hotel room.
♦
If you have to cancel your stay you should try to find an agreement with the hotel keeper.
Normally, when you have booked a room you are obliged to take it and pay for it. Otherwise, you
have to pay a cancellation fee, called “Stornogebühr”: the price for the hotel room minus the
saved expenses of the hotel keeper (e.g. for not having used the bed sheets etc). It is quite
possible that you will have to pay an amount of up to 80 % of the room price.
♦
If you have to cancel your stay you should inform the hotel keeper as early as possible for he
should normally tray to give away the room to another person. In that case you will not have to
pay anything.
♦
with the hotel.
What if on arrival the hotel does not live up to your expectations?
♦
If you booked directly at the hotel and the hotel keeper supplied you with all the information (e.g.
from a web site, brochures etc.) it is possible to ask for compensation (maybe for a reduction of
the price to be paid, for example) on the basis of misleading advertising.
♦
In case you booked a package travel through a travel agency, the responsibility of the agent is
defined by the German civil code (§§ 651a-651m BGB). This entitles you to compensation, or to
stay in a new place which corresponds to the type that you have booked. In that case you have to
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complain to the travel agent and not to the hotel keeper. Please note: The responsibility of a travel
agency only applies if the booking concerns includes at least two elements, such as transport and
hotel or / and another tourist service.
♦
Hotel keepers are responsible for thefts and damage to the possessions of their customers,
whether inside or in the car parks of the establishment (unless they can prove it is the fault of the
customer or “force majeure”). In order to receive compensation, the consumer should have
evidence of the value of the stolen or damaged possessions.
♦
However, the compensation to be paid by the hotel keeper is limited to 100 times the costs of a
night’s stay for a theft committed inside the hotel or at least 600 Euro (if the prejudice is also at
least 600 €, of course) but not exceeding the amount of 3500. This limitation does not apply
when the prejudice is the result of a fault committed by the hotel keeper. (§ 702 II BGB) The
consumer has to prove the fault of the hotel.
♦
“Exclusion notices” announcing that the hotel keeper is not responsible in case of theft or
damage, have no validity and cannot be used to argue against your claim.
♦
Tip: In case of theft, make a report to the management of the hotel, and ask for a certificate
Camping
Campsites
♦
Germany has more than 3600 campsites, from rural farm sites to holiday villages, classified by 1
to 5 stars. There is not one official classification authority in Germany. The most important
organisations on camping are the ADAC (German automobile club), DCC (German Camping
Club) and the DTV (German tourism association). Those organisations as well as others issue
different guides to campsites (with classifications) available in bookshops.
♦
The campsite prices are free. The average price for two adults, one child plus carpark, electricity
and hot water for one night is 24 Euro. However, in highly frequented places the prices are
higher.
♦
The internal rules of the campsite must be displayed at the entrance of the site and in the
reception area.
♦
There are also special campmobile-sites for short term stays. Usually they are located closer to
cities than normal campsites are. But these sites are only allowed for campmobiles and not for
any other vehicles. They only offer the access to electricity and fresh water and the possibility to
drain waste water. They are meant for short term stays (1-3 nights).
Residential leisure parks
♦
On these sites, the owners of mobile homes or caravans either rent or buy a plot of land for a
home on a more permanent basis.
♦
Farm camping “camping à la ferme” and open-air camping
♦
A farmer can accommodate up to 3 tents or caravans on his ground, by not making a declaration
at the town hall.
♦
But there are also farms that offer more sites. These sites must be registered at the district office.
♦
Camping in the wild
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♦
Make sure that camping is not forbidden and that you have the agreement of the owner.
Otherwise you can be fined! Please note that even with a permission, special rules might apply
(e.g. no open fire).
♦
Please make sure to lock up your goods (into a hermetically closed container) or to leave them
under surveillance. At no time should the camper leave any valuables unprotected. Ask your
insurance company if they offer special contracts.
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Travelling by car
Papers
♦
It is compulsory to carry your driving license, car registration papers and insurance documents.
EU driving licenses or International driving licenses are accepted for driving in Germany.
♦
The minimum age of driving in Germany is 18 years.
Speed limits
♦
On the German roads your speed is limited to, if nothing else is indicated on the signs along the
road:
-
-
100km/h for cars without trailers outside built up areas
-
130 km/h on the motorways (Richtgeschwindigkeit – recommended speed)
-
80 km/h for cars with trailers (including caravans) on any roads including autobahns
♦
Please note! In Germany, there are fixed radar traffic detectors all over the country which
photograph vehicles not complying with the speed limits. There are also mobile radar speed
checks.
♦
If you exceed the speed limit, you may be fined from 10 € to 425 €. Be aware also that,
depending on the speed, your license as well as your vehicle can be confiscated.
♦
Please be aware that you have the possibility to object to the imposed fine if you think that this
measure is ill-founded. But please make sure that the fine is really ill-founded.
♦
For French drivers: an agreement has just been concluded between France and Germany. French
motorists not respecting the speed limits in Germany will receive the notification of their fine
sent directly to their home.
Traffic rules and Safety
♦
Vehicles from other countries which do not have a European registration plate incorporating the
country code are required to display a sticker showing their country of origin.
♦
Priority to traffic coming from the right applies, unless there is a road marking indicating that you
have priority.
♦
Please make sure that your tyres are not too worn: The profile has to have a minimum-depth of
1,6 mm (however, car experts recommend 4 mm). Shouldn’t you comply with that rule, you risk
a fined up to 50 €. Your tyre must have minimum 1,6 mm profile.
♦
If you travel to Germany in winter and if the road conditions make it necessary, you need to have
winter- or all-season-tyres, otherwise you may be fined up to 40 €.
♦
Motorcyclists have to switch their headlights on even when driving by daylight.
♦
Motorcyclists must wear helmets.
♦
Safety belts are compulsory for all the occupants of the vehicle that is to say for front- and rearseat passengers. There must be one safety belt per passenger. In the event of a police check, there
will be a fine of a 30 € for anyone not wearing safety belt.
♦
Mobile phones may only be used in conjunction with a hands-free system. In the case of a police
check, you may be fined up to 40 € license for an infringement. Also cyclists can be fined!
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♦
Children must be at least 12 years old or 150 cm tall to sit in the front seat and to use a normal
seat belt. Under 12 years or 150 cm, they must use an approved child seat. Otherwise, you may
be fined up to 40 € and one point on your driving license.
Alcohol and drugs
♦
Germany has strict rules concerning the drink driving. The blood alcohol limit is 0,5 per mill. If
your level of alcohol is found over the limit, you may have to pay a fine of up to 1.500 €, you
also risk that you are not allowed to drive for several months.
♦
However, please note that even with 0,3 per mill you might incur a penalty if you have
neurological deficits; the penalty is either a monetary one or up to one year in prison. The
monetary penalty depends on your income. If during a police check, your level of alcohol is over
1,1 per mill you will always commit a criminal offence and you risk to go one year to prison too
or to pay a monetary penalty. The maximum penalty is 5 years of prison if the driver acts
voluntarily and if he is endangering persons or valuable goods.
♦
New regulation: Beginners beware! If you have just got your driving license for 2 years or less or
if you are under 21 years old, there is a new rule: 0,0 per mill when driving (applicable from the
1st of August, 2007 on).
♦
The police are also able to search for drugs. The smallest trace of illegal drugs can result in
punishment. Driving under the influence of drugs is forbidden too and you risk penalties.
Traffic accident
♦
If you are involved in an accident in Germany, your insurance should cover any injury or damage
incurred. Please check details with your insurer before travelling to Germany.
♦
Your agent should provide you with an international insurance card, the green card (“Grüne
Karte”). This serves as proof of valid liability insurance and is accepted throughout Europe in
countries which are signatories of the Green Card System. It is not mandatory to have a Green
Card when travelling within the EU if you bring your certificate of insurance. However, an
international insurance motor card can serve as easily recognisable proof of third party insurance.
♦
In the event of accident or breakdown the German Automobile Association Club (ADAC) can
provide assistance throughout Germany. Members of an international partner organisation may
receive free assistance (depending on the case, it is possible that you will have to pay a part of the
costs). For further information you should contact your national club and/or the ADAC.
♦
In the event of an accident with no serious injuries and if both drivers agree on the facts, there is
no obligation to contact the police, however all parties should still complete the accident report in
♦
The report is to be filled out at the scene of the accident. It is purely a statement of facts not an
establishment of blame. However, try to be as precise as possible when describing the accident. If
more than two cars are involved, a separate report should be completed with each party. Do not
sign anything if you do not really understand it. There is the possibility to draw a picture. And
don’t forget to make photos if you have camera on board.
♦
Both parties then sign the completed document.
♦
If a driver refuses to sign the document, write down the number of his registration plate, take the
details of any witnesses and call the police (Phone number 110).
♦
If it is a serious accident and you need to be hospitalised, the authorities will deal with the
paperwork on your behalf. You can call an emergency doctor on 112. Don’t forget to take your
European Health Insurance Card with you when going to Germany.
♦
In case of an accident in Germany, as a general rule, German law will apply to determine
responsibilities and compensation of damages.
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♦
Your insurer, or yourself should contact the representative of the opposite insurance company in
your country. Every European insurer has to appoint a competent correspondent in the other
member states. You can ask the Green Card Bureau of your home country for further
information.
♦
community law to compensation from the motor vehicle guarantee fund of your country.
Toll Roads?
There are no tolls on Germany’s autobahns. Germany has only introduced a toll for all trucks of
twelve tonnes gross vehicle weight and above.
Petrol/Fuel
The fuel is more expensive along the autobahn than at other roads. Modern cash machines accept a
variety international banking and credit cards.
DE
Bleifreies Benzin
95 oder 98
Diesel
LPG
EN
Unleaded gazoline
95 or 98
Diesel fuel
LPG
FR
Sans Plomb
95 ou 98
Gazoile
GPL
Parking in Germany
♦
Do not park your car illegally, because you may be wheel-clamped or towed.
♦
Parking-meters are common throughout Germany. The tariff and time limit are written on the
machine or on a sign nearby. Smaller towns often offer free parking. In larger cities you will also
find billable parking garages. You should also have a parking disk in your car, because some
parking spots are free for a certain time if you use a parking disk.
Car rental
♦
You can rent a vehicle any time of day or night in most towns and cities and at more than 40
railway stations, from different companies. Rental cars can also be picked up from hotel, airport
or railway stations.
♦
It is also possible to rent a car on Internet. You get further information by the companies.
However, please be careful if you are signing documents when picking up the car.
♦
♦
Another advice: ask for the opening hours of the agency. If you just leave the vehicle on the
parking of the company outside the opening hours, you risk to be held responsible for damages
caused to the vehicle.
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Travelling by train
♦
Germany has an extensive rail network that covers almost every part of the country. Transport by
train is mainly provided by a single company, DB (Deutsche Bahn). InterCity (IC), InterCity
Express (ICE) and EuroCity (EC) are connecting more than fifty German towns. Regional trains
(RE and RB) connect the smaller towns.
♦
For the moment, most trains have smoking and non-smoking areas, although most seats are
located in non-smoking areas. Please note that from September 2007 on, the trains will be
completely non-smoking-trains.
Buying a ticket
♦
Internet booking is the easiest and most convenient way to obtain your ticket. You can book your
tickets online and directly print at home. Please note that those tickets are only valid for the
person who books – therefore you need to present your BahnCard, Credit card or Maestro card to
prove your ID, also on board.
♦
Of course, you may also buy tickets in the DB ticket shops. You will find those only in Germany.
The staff provides you with personal advice. You can purchase national and international tickets,
get timetable information and make seat reservations.
♦
There are about 3.000 touch screen ticket vending machines at almost every train station in
Germany. You may also make a seat reservation by means of self service. By using the express
booking function you can obtain your ticket quickly, only a few minutes prior to departure. You
can choose between 5 languages.
♦
Authorised German Rail travel agencies sell tickets and offer advice. You may also book your
train when you are still in your home-country – please ask your local travel agency.
♦
Another possibility to book a ticket and/or to make seat reservations is to call the DB Call Centre,
telephone n° 11861. You can also call from abroad: +49 1805 996633. Please note that this
service is not for free, for tariff information, please look on the website of DB (www.bahn.de).
♦
Children under 14 travelling with a parent or grandparent can travel for free. When you are
booking, your (grand-)children should be added as travellers on the ticket.
♦
On board of long-distance trains, you can also purchase your ticket on the train. Please note that
you will have to pay an extra-fee. You may pay cash or by credit cards. If you are on the train
without a ticket (especially on board of a short-distance train, in which you are normally
supposed to have a valid ticket) please directly contact the ticket inspector.
♦
Please note that DB has multiple special offers for travellers. For further information please ask
the DB.
♦
English information is available on the DB website:
http://www.bahn.de/p/view/international/englisch/help/eng_tips.shtml
Ticket inspection
♦
On DB trains it is not necessary to stamp your ticket before you get on board. Your ticket will be
checked at least once per journey. You might have to show your ticket again if staff changes or
when you change the train. The attendant will then stamp the ticket.
♦
If you have booked online, you will have to show the printed ticket and the chosen ID-proof (see
above).
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Ticket Refunds
♦
As a rule, tickets can be exchanged and refunded without paying an extra fee before first day of
validity. From the first day of validity on, exchange or refund is only possible if you pay a fee
amounting 15 €.
♦
Please note that an exchange and refund is not possible or only under special conditions if you
have booked a ticket with a special tariff. For further information, please contact the DB.
Seat reservation
♦
On most German trains, seat reservations are not compulsory. You can reserve your seat
(excepting RE and RB) up to three months in advance for 3,50 € for one train and one connecting
reservation per direction. If you make your train reservation when buying the ticket, you only
have to pay 1,50 €. Please note that for some trains there are special prices and booking
conditions (e.g. night trains). It is possible to reserve a seat only, without purchasing a ticket.
♦
Your reservation will only be retained for 15 minutes after the departure of the train. If you have
not taken your seat until then, your reservation may be cancelled and your seat may be taken by
other passengers.
Service
♦
Should you be in need of assistance during your journey, please ask the DB staff on your train.
♦
You may take your bicycle on all local trains and many IC/EC trains. You will be charged
between 4,50 € and 9 €.
♦
All local trains and long distance trains have compartments for the disabled.
♦
You can lend a trolley for a deposit of 0,50 € or 1 €.
♦
ICE trains, some EC trains and most IC trains have a bistro offering light snacks and meals. Hot
and cool drinks are also available.
♦
At various main stations you will find porters who carry your luggage and help you to get on
board.
♦
If you often travel in Germany, a BahnCard might be interesting for you. You can buy a
BahnCard 25, 50 or 100. With BahnCard 25 you get 25 % discount on the standard fare ticket
and you can use it together with special offers. With BahnCard 50 you get 50 % discount on the
standard fare ticket, but you can not combine it with special offers. The BahnCard 100 allows
you to travel for free on all DB trains for 12 months from the date of issue. For further
information please contact the DB.
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Health care
Citizens of the European Union
♦
get sick in Germany or are victim of an accident, you can get refund for the needed medical
expenses if you presented before the treatment to the German doctor or in a German hospital the
European Health Insurance Card (EHIC). This card replaces the E111 form and other EU
forms (E110, 119, etc).
♦
♦
When presenting your card to the doctor, you shouldn’t have to pay for the treatment. However,
please note that some health professionals may not know the mechanism of the EHIC.
♦
usual health provider for information about appropriate medical centres for your stay in Germany
♦
However, it may be useful to pay for an additional travel insurance that covers additional costs
such as repatriation.
♦
If you’re coming from a country that isn’t a Member State of the European Union and your
home country has no special agreement with Germany with regard to social insurance, you
are not protected by the compulsory health insurance in Germany. Since you would have to
pay the costs for the medical treatment yourself, we recommend you to take a private
health insurance that covers any medical or repatriation costs when abroad.
♦
♦
generally like the other shops, there is always an emergency pharmacy at night, on Sundays and
during bank holidays. The address of the nearest emergency pharmacy is usually written on the
door of the closed ones.
Emergency numbers
Medical emergencies: 112
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TOURISM IN ICELAND
♦
According to the Schengen agreement, entry to Iceland is open to the nationals of the EU.
controls may be introduced.
♦
Nationals of EU or EFTA Member state do not need a visa to enter Icelandic territory. A valid
national travel document, or your national passport is enough. It is important always to have your
ID card or passport in case it is required by the police to inspect. It is also important at airports, as
airlines will insist on seeing your ID or passport.
♦
Travellers from UK and Ireland need a valid travel document.
♦
treaty.
♦
♦
For more information see www.utl.is and www.iceland.org
Customs Allowances
♦
make any customs declaration when arriving in Iceland. No additional duty or tax will be charged
♦
speaking, be considered for personal use.
Tobacco: You can import only 1 carton of cigarettes (200 cigarettes or 250 gr. of other tobacco)
♦
♦
Spirits (e.g. Whiskies, Gin, Vodka, etc.): 1 litre
♦
Wine: 3 bottles, 2.25 litres; Beer: 6 litres
You are not allowed to import raw meat (meat that has not been cooked) or dairy products that are not
pasteurized.
♦
Medicines: For non psychotropic and non drowsiness inducing medicines, the quantity you can
bring in has to correspond to the course of treatment, or 3 months at the most. If there is a check,
you may have to provide your prescription, so you should bring it with you.
♦
For psychotropic or drowsiness inducing medicines, the quantity you can bring in has to be in
proportion with a personal usage. You also need to possess a medical certificate confirming the
necessity for, and the quantity of, these medicines.
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♦
For more detail consult the Icelandic Costum Office in Keflavík tel. 4230650 or see
www.tollur.is and www.dutyfree.is
If you are planning to bring in goods subject to formal legal agreements (such as ivory, animals or
products protected by the Washington agreement) you should first contact the administrative
department of health or customs in Iceland.
♦
You are not allowed to bring along any kind of weapon to Iceland
♦
Shopping
Opening hours
♦
Shops’ general opening hours Monday - Friday: 10 or 11 am – 6 pm. Saturday 10 or 11 am - 5
pm. Many shops are also open on Sundays from 13-17 pm. Some groceries in town are open 24
hours a day and many of them till 10 pm.. Most shops close on national holydays except for gas
stations and smaller groceries.
♦
Banks’ general opening hours Monday - Friday: 9:15 am to 4 pm.
♦
Post offices’ opening hours Monday - Friday: 9 am to 5 pm Saturday: 9 am to 1 pm. Not all post
offices are open on Saturdays
VAT
There are two main rates of VAT in Iceland. The base rate is 24,5% and the reduced rate (for food
products, books and CD´s) is 7%.
Shopper’s rights
♦
If you encounter a problem concerning a purchase you made in a shop in Iceland, Icelandic law
generally applies. If there is a problem, there are several remedies.
♦
If the product has a hidden defect Icelandic law protects the buyer in case of hidden defects (Lög
um neytendakaup). This legal guarantee covers all the expenses arising from the latent defect.
The defect must have existed prior to the sale, and render the product unfit for the use for which
it is intended. A replacement, a partial or total refund, or the cancellation of the whole contract
can be obtained.
♦
If the product does not conform (Lög um neytendakaup) the consumer can ask either for the
repair or for the replacement of the goods. If both of these options prove impossible, the price can
be reduced or the contract may even be cancelled. The guarantee against “non conformity” lasts
for 2 years and up to 5 years if the product is supposed to last for a long time; refrigerators, cars
etc..). During the first 6 months, it is up to the business to prove that the goods delivered do in
fact conform to the order, or are fit for the normal purpose of the product.
♦
If the product causes damage because it is defective the trader is responsible for damage caused
by a defect in his goods, regardless of whether the damage was caused to the buyer or to a third
person. In the case of damage which is due to a defective product, the consumer has the right to
obtain a repair for of any damage suffered.
♦
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♦
The sales period is usually in January-February and July-August.
♦
♦
A statement that “Goods can neither be returned nor exchanged” can only refer to items
which have been specially indicated as faulty, or to those which are normally exchanged only as
a goodwill gesture. If you buy faulty goods without being alerted, your rights to after-sales
service still apply. In any case, always be careful when buying goods and inspect them
thoroughly!
♦
to the consumer. If this does not happen, it constitutes misleading advertising.
♦
-
The previous price has to be indicated as well as the reduced new price.
The age limit for purchasing alcohol is 20 years and 18 years for tobacco.
Alcohol is only sold in special stores run by the state. They are generally open Mon-Sat. from 11
am to 6 pm and some longer. Information can be found on www.vinbud.is .
Taxi
♦
You can find them at taxi ranks usually in centre or in places where taxis are needed. It is also
possible to call for a taxi. The fares are regulated in Iceland
Telephone and Fax
♦
The international phone number of Iceland is 00354.
There are very few phone booths in Iceland.
♦
Iceland is very well covered by the various Icelandic mobile phone operators. Find out from your
own operator which Icelandic network to choose, in order to use your mobile phone in Iceland at
a lower cost.
♦
The Post
Mail boxes: in Iceland mail boxes are red and can be found in every Post Office and in centre of
towns and cities. Mail collection times are displayed on the boxes. Letters and cards often need to be
sorted according to their destination: either going to the same department as the one you are staying in,
or to other departments/foreign countries.
Stamps: You can buy stamps at any Post Office and in bookstores (sometimes also in gift shops).
Postage costs vary according to the weight of your mail and its destination. All rates are shown
atwww.islandspostur.is e.g. a postcard and a letter from Iceland to another European country is 80 ISK
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for up to 20g. Delivery times: Allow 24 to 72 hours for domestic deliveries; for international
deliveries allow 1 to 5 days.
Internet
♦
Internet Cafes can be found in some of the biggest cities. Libraries in Iceland also provide access
to the Internet. Rates may vary, but you will be charged according to the amount of time spent
using the computer. To find an Internet Cafe ask at the local tourist office.
♦
It is forbidden to import life animals to Iceland.
♦
it is possible to apply to the chief veterinary officer of Iceland for an exception.
Police emergencies
Medical emergencies
SOS Doctors
SOS Dentists (Neyðarvakt
tannlækna www.tannsi.is)
112 or 4441000
112
1770
112
112
575 0505
If you loose:
♦
♦
service of the city where you are (tel: 4441000)
♦
♦
♦
Eurocard-mastercard www.kreditkort.is 5501515 and emergency phone: 5331400
♦
Visa www.visa.is : 525 2000
♦
An animal: 444 1000
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Travelling by car
Papers
♦
The minimum age for driving in Iceland is 17 years. However, as Iceland is an island very few
tourists bring their own cars and the car rentals may have other age restrictions.
♦
It is obligated to carry your driving license. EU driving licenses or International Driving Licenses
are accepted for driving in Iceland.
♦
When driving a vehicle you must have a valid driving license of the right category. You have an
obligation to show your driving license if a police officer asks for it. The license must be readable
and valid.
♦
You are not allowed to drive a vehicle if you are banned from driving or if you don’t have your
license yet. If the license has lost its validity, you are not allowed to drive.
♦
In Iceland new drivers first receive a beginners license. The purpose of the beginners license is to
minimize the number of accidents by beginning drivers.
♦
Drivers get punishment points if they commit a traffic offence. The number of points for each
offence varies, depending on the seriousness of the offence. When a driver obtains 12 points
(four points for a beginner) for three separate offences in 3 years, he will lose his driving license.
Speed limits
♦
A driver must at all times be able to bring his vehicle to a standstill within the distance that he
can see to be clear. A driver should always drive carefully and take all situations into account.
♦
In built-up areas the speed limits are normally as follows:
-
♦
For motor vehicles 50 km/h; 30 km/h in some areas.
Elsewhere the following speed limits apply:
-
90 km/h for most roads, somewhere 80 km, depending on the state of the road. On gravel
roads the limit is 80 km/h. When traveling with a trailer the limit is 80 km/h.
♦
Many country roads are narrow and steep and blind summits are common in Iceland. These are
conditions which many tourists are not familiar with so the speed should always be adjusted to
the driving conditions.
♦
There are many one-lane bridges in the country. Drivers must slow down and drive cautiously
across them as they are very narrow.
♦
It is also common for domestic animals, especially sheep, to be close to or even on country roads.
Drivers need to watch out for these animals and drive carefully.
Traffic rules
♦
Drivers are required to keep as far over to the right as possible.
♦
At road junctions drivers must give priority to traffic approaching from the right, unless there is a
road marking indicating that you have priority.
♦
The colours in three-colour traffic lights signify as follows:
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♦
-
green light: proceed;
-
yellow light: stop; drivers who are so close to the traffic lights that they cannot reasonably be
expected to stop safely should proceed;
-
red light: stop.
Drivers must at all times give priority to drivers of emergency vehicles.
Safety
♦
The use of both front and back seat seatbelts is compulsory, for both adults and children. In the
event of a police check, there will be a fine of IKR 10.000 or approx 115 EUR for not wearing a
belt.
♦
Children under the height limit of 150 cm are not allowed to sit in the front seat of cars with
airbags. The use of seat belts is obligatory and the driver is responsible for making children under
the age of 15 use seat belts. The fine for failing to do so is IKR 15.000. For younger children, the
use of approved child seats or such safety measures is compulsory. A driver should always make
sure that a child passenger is safe.
♦
The use of headlights at all times while driving is obligatory.
♦
It is illegal to talk on a mobile phone while driving unless a “hands free“ system is used.
Handheld calling is an offence, which can be fined. The fine is usually 5.000 IKR or nearly 60
EUR.
Alcohol, drugs and medication
♦
It is forbidden to drive a vehicle if the percentage of alcohol in your blood exceeds 0,5‰.
Furthermore it is prohibited to ride a bicycle or a horse while under the influence of alcohol or
drugs.
♦
If you are stopped by the police for an alcohol check, you have an obligation to cooperate. If you
do not it can affect the length of your driving ban. The punishment for drunk driving varies from
a fine of at least IKR 70.000, and a driving ban for two months and up to a fine of 140.000 and
two years ban, for a first time offender.
♦
The use of drugs in traffic is expressly prohibited. This includes all hard drugs and soft drugs
including party drugs like XTC and amphetamine. Drug use can be proven by a blood or urine
test which you have an obligation to take if a police officer suspects you of driving while on
drugs.
♦
Some medical drugs can influence your ability to drive. For instance relaxation drugs like
valerian pills or sleeping pills can slow your reaction speed. Other dangerous medication includes
muscle relaxants and allergy medication. You can recognize these drugs by a yellow warning
sticker on the packaging. Some medicines will take up to 48 hours to get out of your system.
♦
Medication without a yellow warning sticker, when used in higher dosages or in combination
with alcohol, can also affect your ability to drive. This is especially so with painkillers. Therefore
you should always read the instruction leaflet or consult a doctor.
Petrol / Fuel
♦
Fuel prices vary a bit and in most cases the cheapest fuel can be bought in automatic self-service
stations.
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♦
Major credit cards are accepted. Generally you can pay inside the store, or by inserting your card
into the machine near the pumps. In some cases you may be asked for a pin-number.
♦
Take into account that outside built areas gas stations can be very far apart.
Traffic Accident
♦
If you are involved in an accident in Iceland, your insurance should cover any injury or damage
incurred. Please check details with your insurer before traveling to Iceland.
♦
If you are not driving your own car, but a rented one, you should take time to read the terms of
the contract regarding insurance. Rented cars are usually insured by Icelandic insurance agencies
who do not have offices in other countries.
♦
Your insurance agent should provide you with a green card. This serves as proof of valid liability
insurance and is accepted throughout Europe in countries which are signatories of the Green Card
System. It is not mandatory to have a Green Card when traveling within the EU if you bring your
certificate of insurance. However, a Green Card can serve as easily recognizable proof of third
party insurance.
♦
The insurance agent will also provide an accident report sheet – which should always be kept in
the car.
♦
If an accident takes place while driving a rental you should contact the car rental as soon as
possible.
♦
♦
The accident report is to be filled out at the scene of the accident; it is purely a statement of facts
not an establishment of blame. But do not sign any paperwork if you do not understand it, it can
be used as evidence. Information required includes: place of accident, names of witnesses, names
of drivers with driver license details, and details of the insurers.
♦
♦
Once the form has been successfully filled in, you must return it to your insurer.
♦
If it is a serious accident, and you need to be hospitalized, the authorities will deal with the
paperwork on your behalf. If you are not hospitalized, but feel the consequences of a shock etc.
get a medical certificate stating your injuries.
♦
In case of an accident in Iceland, as a general rule, Icelandic law will apply to determine
♦
If the accident was caused by an uninsured or unidentifiable car, you are entitled under law to get
compensation from the motor vehicle guarantee fund.
Parking in Iceland
♦
Pay-meters: Parking meters are common but are mostly found in the Reykjavík-area. There are
many kinds of parking meters, the old-fashioned ones you simply put your coins in, newer ones
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with central parking meters (when using those you must place your tickets clearly visible on the
dashboard of your car), and there are also garages. In all cases you have to pay with coins, cards
are not accepted.
♦
Parking is normally free in the evening (usually from 18:00) and on Sundays.
Toll roads
♦
There is only one place in Iceland where road tolls are charged. This is on the way from
Reykjavík to western Iceland and you need to pay if you wish to take the tunnel. There is another
route through Hvalfjörður but takes considerably longer. The toll price is 900 IKR for one way
for vehicles under 6 meters long and all major credit cards are accepted. Booths are at the south
end of the tunnel. More information can be found on www.spolur.is.
Car rental
♦
you prior selected on Internet. Do not hesitate to take time to read the contract again, to ask
♦
Have a close look at the car and report immediately any damage, bump etc. you discover. If you
don’t you might be held responsible for any damage.
♦
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Travelling by plane
♦
New regulations from the European Union (example: directive 261/2004), and the Montreal
Convention, have strengthened air passengers’ rights. Here you can find information concerning
travelling by plane to Iceland.
Before departure
♦
If there is any reason why you will be unable to embark on the scheduled flight where you have a
reservation, and for which you have already paid?
♦
If there is follow the following steps:
- First, read the terms and conditions as they will determine what your rights are and
what action you should take. Perhaps a pre-paid cancellation insurance covers this?
- Notify the airline or the travel agency as soon as possible. If you make your request
early enough, you may even be able to avoid cancellation costs.
- If you only wish to postpone your journey and use your ticket later, you may be able
to do so as long as it is still valid; but you may have to pay an administration fee to
change your booking. If the selected flight is more expensive than the flight you
bought previously you also need to pay the differences.
♦
If you cancel your flight within a certain period of time prior to your travel date (this varies
depending on the travel agencies’ terms and conditions), it will sometimes be possible to obtain a
partial refund. You should refer to, and compare, the general terms and conditions of different
airlines and travel agencies. The same goes for if you wish to give your ticket to another person.
♦
Leifur Eiriksson Air Terminal is the only airport in Iceland that has reglular international flights.
It’s located about 50 km from Reykjavík. Driving is the only possible transportation to and from
the airport, as there are no trains in Iceland. The possible transportations are the Flybus, taxi or
car-rental. For further information about Leifur Eiriksson Air Terminal and transportation, go to
www.airport.is.
-
The Flybus is located just outside the air terminal and goes straight to BSÍ Bus
Terminal wich is located in Reykjavík city center. For further information on
timetables and prices go to www.flybus.is.
♦
♦
♦
When an airline company denies boarding on a flight, it first has to call for volunteers that are
willing to give up their seat on that flight which have to be compensated according to the
following rules. If boarding is denied to passengers against their will, the operating air carrier has
to immediately compensate you.
If a flight is cancelled the passenger has to get assistance (re-imbursement / re-routing, care like
drinks and food and a compensation). This is not applicable if the air company informed about the
cancellation on time or when the cancellation is due to extraordinary uncontrollable
circumstances (force majeur).
There is also a possibility to get compensation for a delay, depending on the time that the flight
was delayed.
Situation
< 1500 KM
1500-3500 KM
>3500 KM
Overbooking
Reimbursement
or re-routing,
compensation of
€ 250 or
50 % if less than
2 hours delay,
Reimbursement
or re-routing, a
compensation
€ 400 or 50 % if
less than 3 hours
delay, and drinks
Reimbursement
or re-routing, a
compensation
€ 600 or 50 % if
less than 4 hours
delay, and drinks
Exceptions
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Delay
Cancellation
and
drinks, food,
telephone and
hotel
food, telephone
and hotel
food, telephone
and hotel
2 hours: food
and drinks and 2
free
calls/fax/emails
reimbursement
or re-routing,
compensation of
€ 250 or
50 % if less than
2 hours delay,
and
Drinks, food,
telephone and
hotel
3 hours: food
and drinks and 2
free
calls/fax/emails
Reimbursement
or re-routing, a
compensation €
400 or€ 400 or
50 % if less than
3 hours delay,
and drinks food,
telephone and
hotel
4 hours: food and
drinks and 2 free
calls/fax/emails
If more than 5 hours
delay: in some cases
reimbursement and hotel
Reimbursement
or re-routing, a
compensation €
600 or 50 % if
less than 4 hours
delay, and drinks
food, telephone
and hotel
No compensation if the
Airline informed on time
that the flight would be
cancelled
(depending on the
situation)
Damages and baggage
♦
♦
♦
♦
♦
passengers is though, limited to 4150 special drawing rights (SDR), about 4900 € (1SDR=1,18 €).
deliver it to the address mentioned on the complaint form and should do this without charging any
fee. If because of the delay in delivery, you have extra expenses (you were obliged to buy clothes,
basic necessities, etc.) the carrier would have to pay you compensation of up to a maximum of
1000 SDR. However, you have to be able to prove the damage. Therefore remember to keep
receipts and invoices.
In the case of a strike, responsibility is not always attributed to the airline company if the strike is
caused by staff who are not directly paid by the airline; and, if the strike was unpredictable; and,
if the company demonstrates that it took all the necessary steps to avoid the damage.
be compensated.
Carry-on luggage
♦
♦
Please note that as of 6 November 2006, special rules apply for carrying fluids in carry-on
luggage. Containers with fluids must contain no more than 100ml and must be stored in a clear,
sealed bag of maximum 1 litre in size.
Good advice in connection with carry-on luggage:
1. Make sure fluids are placed in your checked luggage if at all possible.
2. Have bags with fluids ready for separate screening at the security point.
3. Laptop computers and other electronic items must be taken out of your bags so they can
be screened separately.
4. Coats and jackets must also be removed and screened separately.
Complaint options
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♦
♦
Complaints concerning EU regulations (delays, denied boarding and cancellations) can be
referred to the Icelandic Civil Aviation Administration (CAA-Iceland). The CAA however does
not determine passengers rights and can not determine compensations to passengers.
Tel: +354-5623219; e-mail: [email protected]; website: www.caa.is
You are always welcome to contact European Consumer Centre Iceland if you are doubt as to
where your case should be handled or you need further information or assistance about your
rights as a consumer.
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Health care
♦
Private and state health care facilities operate in Iceland. The majority of them have agreements
with the Health Insurance Company on the provision and payment of health care. They provide
patients with health care which is free at the point of delivery (this is also true for citizens of EU
member countries holding a European Health Insurance Card - EHIC).
Citizen of the European Economic Area
♦
If you are a citizen of the European Economic Area and you have a compulsory health insurance,
if you get sick in Iceland or are victim of an accident, you can get a refund for the needed
medical expenses if you present, before the treatment, your European Health Insurance Card
(EHIC) to the Icelandic doctor or the hospital. The reimbursement will take place as if you were
insured in Iceland. This card is valid for the EU, Norway, Liechtenstein, Iceland and Switzerland.
♦
♦
When presenting your card to the doctor, you shouldn’t have to pay more than minimum fees (the
same as locals) for the treatment. But some health professionals may not know the mechanism of
the EHIC. You will then have to advance the expenses. They will give you a treatment form
which will allow you to ask for the reimbursement later
♦
usual health provider for information about appropriate medical centres for your stay in Iceland
repatriation.
The European Health Insurance Card does not have medical data about your health condition or
treatments.
♦
♦
♦
If you’re coming from a country that isn’t a Member European Economic Area, and your home
country has no special agreement with Iceland in regard to social insurance, you are not protected
by the compulsory health insurance in Iceland. Since you will have to pay the costs for the
medical treatment yourself, we recommend you to take out private health insurance cover to meet
any medical or repatriation costs.
♦
Iceland does have special treaties regarding health care, with some countries outside the EEA, we
recommend that you contact your local health authority for information about that. These
agreements can have an aberration from the common international agreements.
Pharmacies and medical care
♦
There is a network of pharmacies in most towns and cities, ordinary opening hours are from 9:0018:00, there are few pharmacies that have longer opening time, they are:
• Lyf og Heilsa, Austurver 22, Reykjavík. (Open until 22 every day, that includes weekends
and holidays).
• Lyfja, Smáratorgi, Kópavogur. (Open until midnight every day, including weekends and
holidays).
• Lyfja, Lágmúla 24, Reykjavík. (Open until midnight every day, including weekends and holidays).
♦
medicines are freely sold. The pharmacist will be able to give you any further information.
Emergency numbers:
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• Medical, police and fire emergencies:
• Police (no emergencies):
• Emergency dentists
112
444-2500
575-0505
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TOURISM IN ITALY
♦
The Schengen agreement provides a free circulation of EU citizens in all Member States.
However, if security measures become necessary, the temporary reestablishment of the border
controls or controls at the highway toll stations may be introduced again.
♦
Thus, to come to Italy it is not necessary for EU citizens having a visa but just a valid national
identity card or a valid passport. Anyway it could be useful to carry your ID card or passport as it
may be required by the police for an inspection. At the airport some airlines might insist on
seeing your ID or passport.
♦
The full Schengen members are Austria, Belgium, Denmark, Finland, France, Germany, Greece,
Italy, Luxembourg, the Netherlands, Portugal, Spain, Sweden (but not Ireland and the United
Kingdom) plus Iceland and Norway (which are not EU members).
♦
As for travellers from the new Member states (joining the EU in May 2004), from the UK and
Ireland either an ID card or passport needs to be valid.
Non EU Citizens
♦
There are 29 countries whose nationals do not need a visa to visit the EU member states for three
months or less. These include Croatia which is a candidate for EU membership (but not Turkey)
as well as Australia, Canada, Japan, New Zealand and the United States.
♦
If your visa is from a country fully applying the Schengen rules, it automatically allows you to
travel to the other Schengen countries as well. Moreover, if you have a valid residence permit
from one of those Schengen countries, it is equivalent to a visa.
♦
Customs Allowances
♦
Purchases made during a trip within the EU and for your personal use, do not require any
customs declaration when arriving in Italy. No additional duty or tax will be charged on goods
bought with duty and tax paid (e.g. in shops, supermarkets etc.) in another EU country, provided
the goods are for your personal use.
♦
Purchases equivalent to or less than the quantities shown below are generally considered for
personal use. If these goods exceed these quantities you should prove they were bought for
personal use.
♦
Tobacco: You can import 800 cigarettes, 400 cigarillos, 200 cigars or 1 kg of tobacco.
♦
Alcohol: The authorized quantity depends on the nature of the imported product.
♦
Spirits (e.g. Whiskies, Gin, Vodka, etc.): 10 liters
♦
Intermediate products (e.g. Vermouth, Port …): 20 liters
Wine: 90 liters
Beer: 110 liters
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♦
Medicines: As for non psychotropic medicines and the ones not inducing drowsiness the quantity
allowed must corresponds to the course of the treatment or to 3 months. It might be useful to
bring the prescription to show in case of check.
♦
Travellers anxious to extend their stay or to live in Italy for longer periods can import their
medicines even if not registered in Italy (or have them shipped by post or by courier) as requested
by a medical doctor residing in Italy.
♦
As for psychotropic medicines and the ones inducing drowsiness the quantity allowed must
correspond to the one useful for the personal use. In this case you should bring your medical
certificate confirming their necessity and quantity.
♦
If you are planning to bring some goods subject to formal legal agreements (such as ivory,
animals or products protected by the Washington agreement) you need the CITES (Convention
on International Trade of Endangered Species) certificate.
♦
For further information, please contact your national customs authorities; as for Italy you can
visit the website of the “Ufficio delle Dogane” at www.agenziadogane.it which just provides
with information in Italian.
You can make an emergency call from every public phone box for free:
Emergency number
Fire Service (vigili del
fuoco)
Breakdown service (ACI)
Medical Assistance
113
115
116
118
112
If you loose:
♦
Your ID papers and your credit card: You must report the event to the police as well as to
your country’s consulate or embassy. As for your credit card you should cancel it immediately.
♦
service of the city where you are.
♦
Your car: If you don’t find your car as it was badly parked and has been towed by the Police
services, contact the police. It will register your complaint and will direct you to the wrecking
service.
The Post
♦
Mail boxes: in Italy, mail boxes are red and can be found along the street, close to the Post
Office as well as to the “Tabacchi” (that is the tobacconist’s). Mail collection times are displayed
on the boxes. Letters and cards often need to be sorted on the basis of their destination: you will
find two indications: “Città” - city (going to the same city you are) and “Altre destinazioni” –
different destinations (going to other cities and foreign countries)
♦
Stamps: You can buy stamps at the Post Office and the tobacconist’s. Postage costs vary
according to the weight of your mail and its destination. All rates are shown at
http://www.poste.it/; e.g. a postcard and a letter from Italy to Italy costs 0.60 Euro for up to 20g
and from Italy to other EU member state costs 0.65 Euro for up to 20g.
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Internet
♦
Internet Point can be found in most cities throughout Italy. Rates may vary and usually depend
on the time spent using the computer. Any information on the Internet Point can be asked at the
local tourist office.
Pet’s owners travelling within the EU should contact their veterinarian to get the necessary
documents. Travelling with a cat or a dog is now much easier thanks to the new EU pet passport.
♦
conditions:
- Identification (tattoo or microchip)
- Vaccination against rabies
- European Passport delivered by an official veterinarian of your country, recording the
following details
- the pet’s date of birth/age
- the microchip number, date of insertion and location of the microchip on the animal
- the date of vaccination
- the vaccine product name
- the batch number
♦
Important: some breeds of dogs are not allowed in Italy as considered dangerous while other are
subject to some strict security rules.
Shopping
Opening hours
♦
In Italy the opening hours of shops, banks and post offices are established by the regional
legislations so they can be different. Usually they are the following:
♦
Shops: from Monday to Saturday: 9.00 – 12.30/13.30 and 15.00/16.00 – 19.00/20.00; shops are
generally closed on Monday morning; Shops are usually closed on Sundays and holidays but in
some tourist areas or in some cities centres you can find them open.
♦
Banks : from Monday to Friday: 8.20 – 13.20/14 and 14.45 to 15.45. Banks are closed on
Saturdays, Sundays and holiday.
♦
Post offices: from Monday to Friday: 8 - 13.30 or 8.30 - 14, Saturday: 8 - 12.30 or 8.30 - 13; in
each city there is a main post office open from 8 to 18.30 while on Saturday from 8 to 12.30.
VAT
In Italy the value added tax (imposta sul valore aggiunto – IVA) amounts to 20% and is calculated on
goods and services. For certain products and services a reduced value added tax rate is applied: 10 %
for example on food or 4 % for example on bread. The Italian value added tax is usually included in
the exposed price on the price tag.
Shopper’s rights
♦
The Italian law protects consumer in case of hidden defects (Civil Code art. 1490 and following).
The legal guarantee covers all expenses arising from a latent defect. The defect must have existed
prior to the sale making the product unfit for the use for which it is intended. A replacement, a
partial or total refund, or the cancellation of the whole contract can be obtained.
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♦
If the product is not in conformity with the contract of the sale(Consumers’ Code Leg. Decree
206/2005 art. 128 and following) the consumer can ask either for the repair or for the
replacement of the goods. If both of these options are not possible, the price can be reduced or the
contract may be even cancelled.
♦
According to our Consumers’ Code (Leg. Decree 206/2005 art. 114 and following) the trader is
responsible for any damages caused by a defective product regardless of whether the damage
was caused to the buyer or to a third person. In this case the consumer has the right to obtain a
repair for any damages suffered.
♦
Some traders might give additional guarantees e.g. “if you are not satisfied you can return the
items, and be reimbursed”. If they mention other specific possibilities on exchanges or refund,
they must respect them. Otherwise they are liable for misleading advertising.
♦
The dates of sales periods are fixed by the regions and accorded with the local traders. Winter
sales usually goes from January to February while the summer sales usually goes from July to
August.
♦
During the sales period the consumers have the right to use the common means of payment
normally accepted by the shops during the whole year. For defective goods bought at sales, the
guarantee right is valid. However, if the price reduction is due to a defect of the good and the
dealer mentioned it explicitly, the right of guarantee is inapplicable. Goods at sales without fault
are usually excluded of exchange.
♦
Notices such as “Goods can neither be returned nor exchanged” can only refer to items which
have been specially indicated as faulty, or to those which are normally exchanged only as a
goodwill gesture. If you buy faulty goods without being alerted, your rights to after-sales service
still apply. In any case, be always careful when buying goods in sales and inspect them
thoroughly!
♦
The goods at sales have to be clearly exposed. In the shop, the distinction between reduced and
non-reduced items must be clearly visible to the consumer. If this does not happen, it can be
considered a misleading advertising. However, a general indication is enough if the discount or
the new price is the same for all the goods, for instance, a 10% discount on all the items in a
certain shelf.
♦
-
The original price has to be crossed out
-
The new price (the sales-price)
-
The percentage of the reduction
Taxi
♦
Authorised taxis in Italy are white; you can find them at taxi ranks (indicated by a square sign,
saying “Taxi” in orange background), or call a “radiotaxi” number (which varies according to the
city where you are). The fares depends on the city, the time (day or night tariff) and destination.
Telephone and Fax
♦
The international phone number of Italy is 0039.
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♦
Most telephone booths now take phone cards. You can buy them at Post-Offices and
Tobacconist’s.
♦
Calls cannot be received at phone boxes in Italy.
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Accommodation
Hotel booking
♦
Italian hotels are approved, checked and classified by the regional authorities.
♦
It is advisable to make an advance booking for travel during the high tourist season (i.e.
beginning of July to the end of August/ from December to January).
♦
When you book a stay in a hotel, the hotelkeeper generally asks you to pay a deposit as a
confirmation of your booking. It may even happens the hotelkeeper asks you for your credit car
as confirmation.
♦
It is advisable to ask if deposit paid is a “caparra confirmatoria” or a caparra penitenziale”
Definition:
♦
Caparra confirmatoria If you paid this kind of deposit and you cancel your reservation, the
hotelkeeper can keep the amount paid but if the hotelkeeper is in default you can ask him for the
double of it. (Civil Code art.1385)
♦
Caparra penitenziale According to theItalian Civil Code (art.1386) in case of “caparra
penitenziale” the person backing out of the contract must pay the deposit while the counterparty
can not ask for anything.
♦
If you book your room paying a deposit, the hotelkeeper must wait for you until 10 am the next
day before letting the room to someone else. (although he can keep the deposit !)
♦
If the booking has been made without the payment of the deposit, the hotelkeeper generally waits
for you until 06.00pm the day of your arrival. Even in this case the use depends on the regional
legislation.
♦
In case of cancellation you must inform the hotel on time!! Otherwise the hotel will be entitled to
charge you for an overnight stay or just to keep the deposit paid. Even in this case the deadline to
warn the hotel is established by the regional legislation.
♦
If the hotelkeeper is default as he has not kept you the rooms booked you are entitled to ask him
for the double of the deposit paid
♦
It’s advisable to take all necessary information on the hotel, on its rules, on the mode of
cancellation and the possible penalties.
♦
Keep in mind that you must leave your room by 12.00 am of the departure date. Otherwise room
is confirmed for another night.
♦
What can I do if the hotel does not live up to my expectations?
♦
If the hotel chosen does not live up to your expectations as it does not correspond to the one
advertised or it does not belong to the category foreseen, you are entitled to ask for either
another accommodation (in another hotel) or a reduction of the price according to the actual
hotel’s category. Otherwise you might not accept the accommodation on the basis of a branch of
contract.
♦
This latter possibility might entitle you to receive the double of deposit paid ( if it’s foreseen by
the contract).
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♦
If renouncing the stay in that hotel brings you about some consequences such as difficulties in
finding another accommodation, you can even ask for a compensation for ruined holidays.
♦
If you booked via the Internet, you are entitled to complain both to the Web site which offered
you the service and to the hotel.
♦
If the hotel booked was part of package holidays, you have 10 days from your arrival to lodge
your complaint. You have to address it both to the tour operator and to the travel agency.
What to do in case of overbooking?
♦
In case of overbooking the hotelkeeper must find you another accommodation corresponding to
the one booked. It means that the new hotel must belong to the same category as the one chosen.
♦
According to Italian Civil Code (art. 1385) in this case you can accept the new accommodation or
ask for the double of the deposit paid. If you chose this second possibility you can’t ask for any
other compensation.
What happens if I leave the hotel earlier?
♦ It might happen you have to leave the hotel earlier because of health problem or personal reasons.
♦ When you book a room you enter into a contract with the hotelkeeper and you must respect it. In
this case, even if you have personal and other important engagement forcing you to leave earlier,
you must keep paying your stay.
What shall I do in case of a theft in the hotel or in its surroundings ?
♦
Notices such as “ La direzione non risponde per oggetti non dati in custodia” that means “ The
hotel is no responsible for possessions not deposited with the reception” have no legal value.
♦
According to the Italian Civil Code the hotelkeepers are responsible for thefts and damage to the
possessions of their customers, whether they were at their care.
♦
In case of theft or damage happened inside the hotel or in the car parks of the establishment,
consumer is entitled to receive a compensation
♦
The compensation is up to 100 times the cost of a night’s stay for a theft committed inside the
hotel and in the car park.
♦
As for theft of possessions deposited in the hotel’s safe box, the hotel must give you a
compensation corresponding to the value of stolen items.
♦
Anyway it’s necessary to go and report the event to the nearest police station. Do not wait to get
back home to do this!
Other kind of accommodations
Campsites
♦
A campsite is a place used for overnight stay in the out of doors. It usually means an area where
everybody individually or with a group might camp by pitching a tent or parking a camper.
♦
The campsite may include restaurant, free entertainments for children and shops selling camping
items.
♦
Campers’ classification is the same used for hotels, based on stars system (from 1 to 4). Even in
this case, the criteria for this classification are provided by the regional legislations.
♦
As for the regulations regarding theft or possessions damaged and advertising on prices are the
same as the hotel ones.
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♦
If the campsite is different from the one advertised, is lacking in the facilities foreseen and above
all in sanitary measures, you should report these lacks to the local health authorities asking for a
check. Furthermore you can claim asking for the double of the deposit paid.
Bed and Breakfast
♦
The use of bed and breakfast accommodation is becoming in Italy more and more common. They
are regulated by the regional legislations and so they are not present in all Italian regions.
♦
The Bed and breakfast is a kind of boarding house managed by the house's owners or by
members of the family living there. Guests are accommodated at night in private bedrooms and
bathroom might be private or shared .
♦
Breakfast is generally included in the price and it should consist of prepacked food as managers
are not authorized to prepare food for their guests. B&B are classified by the local authorities, the
APT (Aziende Proviniali per il Turismo) on the basis of services provided.
Houses to rent
♦
More and more tourists prefer renting a house or a flat for their stay abroad by contacting the
owner or by some real estate agencies.
♦
It’s advisable to inspect the house before reaching an agreement and concluding a contract. If it is
not possible because of the distance you should ask for some flat’s pictures and detailed
descriptions.
♦
Any lack of sanitary measures must be reported to sanitary local authorities.
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Travelling by car
Remember
♦
…that the minimum age for driving in Italy is 18 years. Children must be at least 10 years old
to sit in the front seat. Under 10 years, they must be seated in the rear and, as in the front, use a
seat belt, or an approved child seat.
♦
…. that it’s compulsory to bring your driving licence, car registration papers and insurance
documents. EU driving licences or International Driving Licences are accepted as well.
…and to respect the speed limits as well
♦
On the Italian roads the speed limit are the following:
-
-
90 km/h outside built-up areas
-
110 km/h on highways
-
130 km/h on motorways
♦
In Italy there are fixed radar traffic detectors all over the country which photograph vehicles not
complying with the speed limits. The positions of these radar controls are indicated with the
following sign.
♦
A complete list of this sign’s locations is available on the
the Italian Police: www.poliziadistato.it
website of
♦ If you exceed the speed limit, you may be fined up to 1433 €. Be aware! For speeds equal to,
or exceeding 40 km/h over the limit your licence might be revoked up to three months and
you can lose up to 10 points on your driving licence.
Traffic rules
♦
Priority to traffic coming from the right unless there is a road marking indicating that you have
priority.
Safety
♦
Safety belts are compulsory for all the occupants of the vehicle that is to say for both front- and
rear-seat passengers. There must be one safety belt per passenger. If police stops you as you are
not wearing your safety belt you can be fined up to € 285 and lose 5 points on your driving
licence.
♦
Mobile telephones must not be used while driving whereas the use of the “hands free” system is
accepted. If you are stopped by the police as you are using your mobile, you might be fined up to
148 € and lose two points on your licence for this infringement.
Alcohol use
The legal blood alcohol limit is 0.5 g/l of blood. If during a police check, your level of alcohol is
found between 0,5 and 0,8 g, you might be fined up to € 1032, or be arrested up to a month and your
driving licence might be revoked up to three months.
♦
If the level exceeds 1,5g/l your car is confiscated while if you are found drunk you risk of being
arrested and fined up to 4.000€.
Toll Motorways
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♦
The toll motorway “autostrada” is indicated by a green sign while the “strade statali o
provinciali” on which no toll is charged are indicated by a blue sign.
♦
Joining the motorway “autostrada” you find the toll station where you must take a ticket from the
gate machine.
♦
Once at the toll motorway follow the “ticket” sign. The yellow signs indicate that the way is
reserved to vehicles having a “telepass”, a special way of payment If you think to use the
highways several times you might
buy a pre-paid card called “viacard” in the Blue Points
(located along the highways)
♦
The price to pay is based on the distance travelled and on the category of the vehicle (car,
camper, caravan, lorry). At the automatic toll machines as well as at the toll stations with
personnel, credit cards are accepted. Using them you do not have to sign the receipt!
♦
Note Cards which rely on direct computer communication with a bank, such as maestro or
electron, are not accepted.
Petrol/Fuel
♦ You find the fuel stations along the “autostrada” even open at night-time
IT
Senza piombo
Unleaded gazoline
95 o 98
95 or 98
Gasolio
GPL
♦
EN
Diesel fuel
LPG
DE
Bleifreies Benzin
95 oder 98
Diesel Kraftstoff
LPG
Major credit cards are accepted. At the fuel station sometimes you have to fill up by yourself and
then pay the amount at the cash desk.
What to do in case of traffic accident
♦
If you are involved in an accident in Italy, your insurance should cover any injuries or damages
you may cause and should include any legal costs as well. Please check these important details
with your insurer before travelling to Italy.
♦
Your agent should provide you with a green card (“carta verde”) which must be displayed in the
car windscreen. This card is a proof of a valid insurance and is accepted in all European
countries signatories of the Green Card System and even in 23 no EU countries. It is not
compulsory to have the Green Card when travelling within the EU if you bring your certificate of
insurance.
♦
The insurance agent should also provide you with an accident report sheet - the “constatazione
amichevole di incidente” - so called CAD which you should always keep in the car.
♦
In case of accident with no serious injuries there is no obligation to contact the police. Both
parties must complete the accident report in order to benefit from insurance.
♦
The “Constatazione Amichevole Di Incidente” has to be filled in after the accident; it is just a
statement of the event. The information required are the following: the place of accident, the
names of drivers with driver licence details, the details of the insurers and the names of possible
witnesses. Furthermore you must describe the accident by crossing some boxes.
♦
In the CAD a “declaration space” is available as well. Here you can specify important details of
the accident. Filling in the form, try to be precise!
♦
If more than two cars are involved, different CADs must be filled in by each part.
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♦
The CAD allows you to be compensated by your insurance company. That compensation is up to
9% for damages happened to people while it is unlimited for damaged things.
♦
If the other driver refuses to fill in and sign the form, make a note of the car’s registration number
and report the event to the police.
♦
Once the form has been filled in, you have to return it to your insurer within three days.
♦
Your insurer should contact the representative of the opposite insurance company in your
country. Each European insurer should have a correspondent insurer in the other member state.
You should receive an offer of compensation within five months from the data of your request.
What shall I do if the other involved car is unidentifiable?
♦
In case of an uninsured or unidentifiable car, you are entitled to receive a compensation by the
guarantee fund of your country. That found in Italy is the “Fondo di garanzia vittime della strada”
which only compensates people damaged.
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Travelling by plane
♦
New regulations from the European Commission, and the Montreal Convention, have
strengthened air passengers’ rights. Here you will find the main information to keep in mind if
you decide to travel by plane to Italy.
Before departure
You realise you have to change or cancel your booking :
♦
If you want to change or cancel your flight you should inform the airline company or the travel
agency as soon as possible. Making your request on time you might avoid to pay the cancellation
costs.
♦
If you only wish to postpone your journey and use your ticket later you have to pay some
administration fee to change your booking.
♦
If you have to cancel your flight, you have to return the unused ticket at the latest within 30 days
after its expiry date in order to be reimbursed. For special priced tickets, or flights subject to
special conditions, the rules may be different. For further information contact your travel agency
or the airline.
♦
If you booked an Alitalia flight you have to return your ticket for a refund at the latest 30 days
after its expiry date. Please, note that promotional tickets etc. may not be refundable unless you
paid for a specific insurance. For further information refer to the general terms and conditions or
contact Alitalia.
♦
Important! If you booked a charter flight and if you need to cancel your journey, your ticket is
not refundable and you can not ask for any reimbursement - unless you signed a cancellation
insurance covering against some circumstances (i.e. illness).
♦
Nevertheless, if you cancel your booking beforehand (on the basis of the travel agencies’
conditions), you might obtain a partial refund. You should refer to, and compare, the general
terms and conditions of different airlines.
You wish to give your ticket to someone else:
♦
Usually it is impossible to transfer the ticket to someone else unless it is foreseen in the terms and
conditions of the airline company.
♦
If this change is possible you can be asked to pay additional costs.
♦
If the ticket was reserved via a travel agency, a transfer might be possible - unless this possibility
is excluded in the general terms and conditions of the agency or the date of departure is too close.
♦
The airline company must comply with the published schedules, unless they can prove a case of
extraordinary circumstances. In certain circumstances their liability can be limited; e.g. if the
♦
What to do in the case of:
Lost or delayed of luggage
♦
If your luggage fails to arrive at its destination you have to report it to the luggage service at the
airport and fill in a complaint form “PIR” – Property Irregularity Report. If the luggage is found,
the company must deliver it to the address mentioned without charging you any fee. In case of
extra expenses (i.e. you were obliged to buy clothes, necessaries, etc. … because of this delay)
you are entitled to receive a compensation. Thus, remember to keep receipts and invoices proving
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all these expenses. Your request for compensation must be sent to the airline within 21 days from
the date the luggage was supposed to have arrived. Under the Montreal Convention passengers
can demand a compensation up to 1.000 SDR (Special Drawing Rights).
Damaged luggage
♦
If you receive your luggage damaged you have to report the event to the luggage service at the
airport and fill in a complaint form “PIR” – Property Irregularity Report. Furthermore a written
complaint must be made within 7 days from the receipt of the luggage. Even in this case the
compensation foreseen is up to 1000 SDR.
Strike
♦
If the strike was caused by the airline’s staff, the airline is liable for it and you are entitled to
receive a compensation.
♦
The company is not liable for the strike if it was caused by a staff not directly paid by the airline;
if it was unpredictable or if the company demonstrates that it took all the necessary measures to
avoid it.
Flight delay
♦
♦
if the departure is from a third country outside the EU to an airport within the EU, and the flight
is made by an European company
♦ You are entitled to receive assistance from the airline company, provided that delay is of:
-
-
-
♦
This assistance consists of: supplying food and drinks; free telephone calls so that you can inform
your relatives or someone else of your delay; free hotel accommodation if the departure is
delayed until the next day; free transport from the airport to the accommodation.
♦
The Montreal Convention provides a compensation for damages suffered because of the flight delay.
This compensation is limited to 4150 special drawing rights (SDR), about 4900 € (1SDR = 1,18 €).
Flight cancellation
♦
♦
In case of flight cancellation the air carrier is obliged to offer you a choice between the refund of
ticket or the re-routing to your final destination.
Furthermore it has to offer you free meals and refreshments and two free phone calls.
♦
If the available flight is the next day the air carrier must offer you a free accommodation in
addition to the transfer to and from that accommodation.
♦
Passengers are not entitled to financial compensation if the cancellation was due to bad weather,
political unrest, a security threat, unexpected flight risk or strikes.
♦
The airline must provide the same level of assistance as in the case of delays of more than 5
hours, but they are also required to give you a choice between a refund of your ticket within 7
days for the one or several parts of the journey which were not made, or for the tickets which you
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could not use based on the initial travel itinerary. Alternatively, they must re-route you to your
departure airport as soon as possible or re-route you towards your final destination in comparable
conditions of transport, and as soon as possible, or at a later date – according to your
convenience.
♦
In addition, you have the right to claim compensation of:
-
EUR 250 for flights of less than 1,500km
-
EUR 400 for flights of between 1,500 and 3,500km within the EU
-
EUR 600 for all other flights
♦
arrival of the original reserved flight, this compensation can be decreased by 50%.
♦ Please Note! You can not ask for this compensation if you were warned of the cancellation of the
flight:
-
at least 2 weeks before date of the flight you booked; or,
-
-
within less than 7 days, if a re-routing was offered to you for the same date; but with a
♦ The airline company will not have to pay the compensation if the cancellation is caused by
extraordinary circumstances which could not have been avoided even if all reasonable measures
had been taken.
Overbooking
♦ You reserved a plane ticket but when arriving at the check in desk, they told you there were no
more seats available on the plane? You are entitled to receive assistance (free meals and
refreshment as well as free calls) and refund or re-routing in addition to a compensation (as
listed above).
♦ The tickets must be reimbursed within 7 days. The reimbursement can be made in cash, by credit
transfer or cheque. A voucher refund can be made only with your written consent.
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TOURISM IN LUXEMBURG
♦
According to the Schengen agreement, entry to Luxemburg is open to the nationals of the EU.
♦
Nationals of another EU Member state do not need a visa to enter Luxemburg territory. A valid
national identity card, or your national passport if it is still valid or expired less than 1 year ago,
is enough. It is important always to have your ID card or passport in case it is required by the
police to inspect. If you don’t have it with you, you can be fined. It is also important at some
airports, as airlines will insist on seeing your ID or passport.
♦
For travellers from the new Member states (joining the EU in May 2004), either an ID or passport
♦
For foreigners from outside a Schengen Agreement state (The Schengen countries are: Austria,
Belgium, Denmark, France, Finland, Germany, Greece, Iceland, Italy, Luxemburg, the
Netherlands, Norway, Portugal, Spain, Sweden), a “short stay” (3 months max) visa granted for
any Schengen agreement signatory country is valid in all other countries that have signed and
implemented the Schengen treaty.
♦
Customs Allowances
♦
Purchases made during a trip within the EU and for your personal use, do not require you to make
any customs declaration when arriving in Luxemburg. No additional duty or tax will be charged
♦
♦
♦
Tobacco:
800 cigarettes
400 cigarillos
200 cigars
1 kg tabacco
Alcohol: the authorised quantity depends on the nature of the imported product.
-
-
-
-
Beer: 110 litres
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♦
For more details, you can consult the website of the Luxemburg Customs Office at
www.do.etat.lu, which has accessible information in french.
♦
It is necessary however to declare to Customs money and valuables you bring in, which exceed
the value of 10 000 €. This declaration should be volunteered by you at the customs control point
and may be verified.
♦
or products protected by the Washington agreement) you should first contact the administrative
department of health or customs in Luxembourg.
♦
If you purchase jewellery during your stay in Luxemburg, you may need to make a customs
For further information, please contact your national customs authorities
Shopping
Opening hours
Shops’ general opening hours
Monday – Saturday: 08:00 / 09:00 - 18:00
Supermarkets are open from 08:00 / 09:00 – 20:00 / 21:00
Sunday: closed
Banks’ general opening hours
Monday – Friday: 08:00 - 12:00 & 14:00 16:30/17:00
Saturday & Sunday: closed
Post offices’ opening hours
Monday – Friday: 08:00 - 12:00 & 13:30 - 17:00
Saturday: 08:00 - 12:00 & 13:30 - 17:00 (only in Luxemburg city).
VAT
On most goods and services a 15% value added tax - VAT (Taxe sur la Valeur Ajoutée - TVA) is
charged in Luxemburg.
Shopper’s rights
♦
If you encounter a problem concerning a purchase you made in a shop in Luxemburg,
Luxemburg law generally applies. If there is a problem, there are several remedies.
♦
If the product has a hidden defect (“vice caché”): Luxemburg law protects the buyer in case of
hidden defects. This legal guarantee covers all the expenses arising from the latent defect. The
defect must have existed prior to the sale, and render the product unfit for the use for which it is
intended. A replacement, a partial or total refund, or the cancellation of the whole contract can be
obtained.
♦
If the product does not conform: the consumer can ask either for the repair or for the replacement
of the goods. If both of these options prove impossible, the price can be reduced or the contract
may even be cancelled. The guarantee against “non conformity” lasts for 2 years. During the first
6 months, it is up to the business to prove that the goods delivered do in fact conform to the
order, or are fit for the normal purpose of the product.
♦
If the product causes damage because it is defective: the trader is responsible for damage caused
by a defect in his goods, regardless of whether the damage was caused to the buyer or to a third
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person. In the case of damage which is due to a defective product, the consumer has the right to
obtain a repair for of any damage suffered.
♦
♦
There are two set periods of sales in Luxemburg: the winter and the summer sales in January and
in July. These periods are fixed every year by a “Règlement Grand-Ducal”.
Taxi
♦
You can find them at taxi ranks, or hail one of them in the street (provided that it is free). The
maximum fares are regulated in Luxemburg by law. There are the normal fares for 1-8 persons
“go and return” and only “go” as well ass a night fare and a fare for trips to a foreign country:
http://www.legilux.public.lu/leg/a/search/resultHighlight/index.php?linkId=1&SID=24a7d2a178
21e4a48d8b5f13e2f7d607
Telephone and Fax
♦
The international phone number of Luxemburg is 00352.
♦
Most telephone booths now take phone cards (“cartes téléphoniques”). You can buy these at
Post-Offices and different shops.
♦
Luxemburg has only 3 mobile phone operators. Find out from your own operator which
Luxemburg network to choose, in order to use your mobile phone in Luxemburg at a lower cost.
http://ec.europa.eu/information_society/activities/roaming/tariffs/lu/smspre/index_fr.htm
♦
The Post
Mail boxes: in Luxembourg, mail boxes are yellow and can be found along the street and in every
Post Office and main train station.
Stamps: You can buy stamps at any Post Office and different shops. Postage costs vary according to
the weight of your mail and its destination. All rates are shown at www.ept.lu ; e.g. a postcard and a
letter from Luxembourg to other EU member state costs 0.50 Euro.
Delivery times: The Luxemburg’s mail service is efficient: allow 24 hours for domestic deliveries; for
international deliveries allow 3 days.
Internet
♦
Internet Cafes can be found throughout Luxemburg. Rates may vary, but you will be charged
according to the amount of time spent using the computer. To find an Internet Cafe ask at the
local tourist office.
♦
conditions:
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-
Vaccination against rabies
European Passport delivered by an official veterinarian of your country, recording the
following details
the pet’s date of birth/age
the microchip number, date of insertion and location of the microchip on the animal
the date of vaccination
the vaccine product name
the batch number
the date its booster vaccination is due (calculated by reference to the vaccine manufacturer’s
data sheet)
Police emergencies
113
112
112
If you loose:
♦
Your ID papers: make a statement at the nearest police station where they will give you a receipt,
♦
Your keys or any other object: contact the Police - Tel: 00352 4997-1
♦
Your car: the police station will register your complaint or will direct you to a wrecking service,
♦
Your credit card: cancel your credit card as quickly as possible, and then make a statement at the
♦
Tourist information can be found via the following this link to the official website for tourism
and travel: www.lcto.lu (Luxemburg City Tourist Office)
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Accommodation
Hotel booking
♦
Luxemburg’s hotels which are members of the HORESCA industry organisation are approved
and checked by the Benelux Classifications and the Ministry of SME and Tourism. The hotels are
classified on a scale ranking from 1 to 5 stars.
♦
All hotels must display their rates (VAT included) in each room. Usely the rates are also display
in the hotel lobby or reception
♦
You can ask Tourist Information Offices or a booking agent to book your room.
♦
It is advisable to book in advance during the high season, i.e. 1 July to 31 August.
Before leaving home
♦
When you book a stay in an hotel, you should receive a booking confirmation from the hotel. It is
common, that the hotels request a credit card number to reserve the room. The hotel is entitled to
require a deposit or reservation fee. The hotelkeeper is entitled to ask you for the payment of a
deposit.
♦
If a deposit or reservation fee is not paid on time it will be considered as cancellation.
Cancellation
♦
You have no right to cancel your hotel booking. However, most hotels allow their guests to
cancel their booking. A fee may be charged depending how close to the booking the cancellation
is received. We suggest that you check the hotel's cancellation terms prior to booking your room.
♦
the place you have booked, the type of accommodation etc.
Check-in and check-out
♦
The hotel will inform you of their check-in and check-out times.
What if, on arrival, the hotel does not live up to expectations?
♦
If the hotel does not live up to your expectations, e.g. if the information on the Internet or in the
brochure is not consistent with what you get or if you are unsatisfied with the service at the hotel,
you should complain to the hotel, in writing if an oral complaint does not solve the problem. You
can complain directly to the hotel even though you have booked the hotel through a travel agent.
♦
possible to ask for compensation (may be for a reduction of the price to be paid, for example) on
♦
If you made your booking via Internet, you are entitled to complain to the Web site which offered
you the service.
♦
If you booked through a travel agency, the responsibility of the agent entitles you to
compensation, or to stay in a new place which corresponds to the category that you have booked.
I am a victim of theft in the hotel or its surroundings, what can I do?
♦
Hotelkeepers are responsible for thefts and damage to the possessions of their customers,
whether inside or in the car parks of the establishment unless they can prove it is the fault of the
customer or “force majeure”. In order to receive compensation, the consumer has to prove how
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the damage was caused and should also have evidence of the value of the stolen or damaged
possessions.
♦
However, the compensation to be paid by the hotelkeeper is limited to 100 times the cost of a
night’s stay for a theft committed inside the hotel.
♦
This limitation does not apply when the damage is the result of a fault committed by the
professional.
♦
“Exclusion notices” announcing that the hotelkeeper is not responsible in case of theft or damage,
have no validity and cannot be used to argue against your claim.
♦
Tips: in case of theft, make directly a report to the management of the hotel, and ask for a
certificate confirming the theft. Then, go to the nearest police station and lodge a complaint. Do
not wait until you get back to your home country to do this!
Camping
Campsites
♦
♦
♦
There are currently more than 100 campsites in Luxemburg. Campings have to ask for an
opening official agreement. Most of them are classified in accordance with BENELUX
classifications with 1-5 stars depending on their standard and facilities.
The campsite prices are free but maximum fares are regulated by Luxemburg’s law. All
campsites must display the rules, current prices,and site classification.
You can find information and a Luxemburg Camping Guide under
http://www.lcto.lu/html_fr/accomodation_restauration/campings.html
Youth hostels
♦
♦
♦
There are 10 youth hostels in Luxemburg (Beaufort, Bourglinster, Echternach, Ettelbruck,
Hollenfels, Lultzhausen, Luxemburg, Remerschen, Vianden, Wiltz, and Schengen-Remerschen
(Moselle).
You have to present a member card. Rates between 15,30 € and 19,50 €.
Information : www.youthhostels.lu . Tel: + 352 26-27-66-40.
Bed and breakfast, farm gîte « gîte à la ferme », country gîte (gîte rural)
European Country Tourist Union or Eurogites (www.eurogites.com)
♦
The national country tourism association propose a guide of every vacations places, flats, gîtes
and Bed and Breakfast in Luxemburg :
www.gites.lu
EcoLabel
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EcoLabel is a environmental label created in 1997 by the Ministry of SME and Tourism with the
national green association "OekoZenter Lëtzebuerg asbl " (www.oeko.lu) and the Ministry of
Environment. Its goal is to promote holidays vacations which respect environment.
♦
You can get more information:
http://www.mdt.public.lu/classification/ecolabel/
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Travelling by train
♦
In Luxemburg, transport by train is provided by a single company, the CFL (“Société nationale
des chemins de fer luxembourgeois”). Six main lines currently constitute the Luxemburg’s
railroad network, with a total of 65 stations.
♦
Most of the cities in the country have their station. Since May 1999, the Luxemburg Railways run
to the « horaire cadencé » schedule, meaning that there is at least one train every hour to every
station at the same time between 8 a.m. and 8 p.m.
♦
Besides national traffic exists an important daily international traffic toward many frontier
countries such as Germany, Belgium and France. Various specific formulas are available for
cross-border workers and tourists.
♦
Since the 10th of June 2007, the TGV (high speed train) links Luxembourg to Paris in 2h05
(almost 4h previously) with 5 daily return travels.
Purchasing tickets
♦
You can purchase all type of tickets at stations during opening hours, as well as at the automatic
ticket machines in the new information space in Luxemburg station.
♦
International tickets can be booked and paid by phone using the new CFL call number (+ 352)
2489-2489. Using this, travellers can also get information about train schedules, and buy tickets
to foreign countries by credit card.
♦
Some tickets can also be booked online. Currently, only tickets to France, Belgium and The
Netherlands can be booked using the site www.cfl.lu, heading « Online ticket ». Online sales
will soon be available for german and french tickets.
Reserved seating
♦
The national railroad network doesn’t offer the possibility to reserve seatings.
♦
For long distance international trains, reservation is not compulsory but recommanded to get a
sitted place.
♦
Concerning the TGV, reservations are always compulsory and already included in the ticket’s
price.
Ticket validity
♦
The validity is stated on the ticket, and the ticket is stamped with a date. Be sure to stamp the
national ticket before beginning your journey. You will find validation machines on the
platforms.
♦
2 kinds of tickets exist for the national network. “Short distance” ticket is named “shortduration” ticket. Its validity is two hours and it costs (1, 50 €). At the same time, the “network
ticket” is named “long-duration” ticket and it costs 4 €.
♦
Some special offers also exist as for example the Luxembourg card which includes free transport,
and in addition gives you free entry to 50 attractions throughout the country for 1 to 3 days.
Another example: the Bénélux Tourail that allows 2 people to travel without limit during 5 days
in Luxemburg, Belgium and The Netherlands.
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♦
If for legitimate reasons, you were not able to buy/validate your ticket at the station, you have to
get in touch immediately with a controller to inform him and get a ticket. If not, you may have to
pay a surcharge in addition to the price of the ticket.
♦
You must always show your ticket to train crew upon request. If you do not have a valid ticket
when inspected, you may get a fine.
Refunds and exchanging tickets
♦
National tickets are not personal and always valid without time limit as long as they have not
been validated.
♦
For international transport and high speed train (TGV), the practical details of refunds and
exchange depend on the terms and conditions of the companies in charge of transport and of the
kind of ticket. In order to know them, you should contact the SNCF, the Deutsche Bahn or the
SNCB.
Luggage
♦
You are responsible for any luggage you bring with you on your journey. Drivers and control
agents have the right to ensure of the nature of any object carried by the traveller, in his presence
when a risk or serious reasons exist.
♦
Luggages are carried for free, except when they are placed on one or more seats. In this case, it
would cost the price of a “short distance” ticket whatever the distance covered. Pushchairs,
trolleys and bikes can be carried for free, depending on the technical possibilities offered by the
means of conveyance.
♦
Luggages and packages that would have been forgotten during the trip are left in the « found
objects » office of the company.
Animals
♦
When you travelling with a dog, the traveller must pay for this animal the price of a “short
distance” ticket or monthly ticket, whatever the distance covered.
Delays
♦
According to the national regulation, the traveller agrees neither to take legal action, because of
its valid ticket, against the state or the operator, nor to pretend to a compensation for any stop,
unexpected event, delay, missed connection, cancelled run or insufficient seats.
♦
Nevertheless, according to the national law, if a connection is missed due to a delay, or when a
service is cancelled on all or part of the run, the traveller who wants to continue his trip is carried,
as far as possible and with no surtax, by another service (for example by bus), in order to allow
him to reach his final destination with the lowest delay.
♦
Note that a European Regulation for passengers of the rail-bound transport is being discussed. A
standardized system for damages could perhaps soon be set up.
Further Information
♦
All CFL trains are non smoking area.
♦
The information desk in Luxemburg station is open every day from 6 a.m. to 10 p.m. (tél: +352
24 89 24 89), and you can also visit the website www.cfl.lu, where information are available in 3
languages (French, English and German).
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♦
Via the website www.mobiliteit.lu you can search routes and the most adapted transports.
Information about traffic disturbances is also available.
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Holiday rentals
Holiday rental
♦
You can rent a holiday home however such accommodation is not very common in Luxemburg.
Private persons can not rent without official registration.
♦
Luxemburg’s house rental law does not apply to holiday rentals; therefore it is extremely
important to secure your rights in the contract itself. We would like to give you some useful
advices.
♦
The rental agreement should include the following elements:
-
-
-
The equipment
-
-
-
The identity of the landlord and the tenant
-
Dates and hours of arrival and departure
-
The price of the rent and a breakdown of the rental expenses
-
The amount of the sum paid in advance
We recommend a written rental agreement also when the contract is between two private people.
Depositum
♦
You may be asked to pay a depositum when booking a holiday rental. Our advice is to avoid
paying a large percentage of the rental price in advance. Any paid deposit should be returned at
the end of the rental period if the property has no damages.
Inspection and inventory of the place you have rented
♦
head, etc.). Also, an inventory of the fixtures must be made. It’s important to note both what is
missing, and any defects which are visible on the different items of furniture, etc. Afterwards,
whenever you notice a problem in the property, contact the landlord immediately; otherwise they
may hold you responsible for the damage and keep part of the security deposit.
do?
♦
If the rented accommodation does not correspond to the description, you need to indicate all the
differences, (e.g. with the furniture, number of rooms, etc.) to the landlord. You should consider
withholding the rent until you have settled this problem with the landlord or his representative.
Do not forget to take pictures for proof in case of a dispute.
TOURISM IN MALTA
TOURISM IN MALTA
Travelling by plane
♦
decide to travel by plane to Malta.
Before departure
♦
reserved, and for which you have already paid? Inform the airline company or the travel agency
as soon as possible. If you make your request sufficiently early, you may even be able to avoid
cancellation costs.
♦
If you only wish to postpone your journey and use your ticket later, you may be able to do so as
long as it is still valid; but you may have to pay an administration fee to change your booking.
♦
If you definitely have to cancel your flight, you should contact your travel agency or the airline
about their cancellation policy, which will vary from airline to airline.
♦
(illness, notably).
♦
different airlines.
♦
The transfer of plane tickets is impossible unless the airline company allows for it in its general
terms and conditions.
♦
♦
agency excluded this possibility in its general terms and conditions, or if the date of departure is
too close. If the flight is part of a package, then a consumer may transfer the whole package to a
person who satisfies all the conditions applicable to the package, provided that the consumer
gives reasonable notice of his intent to transfer the booking before the specified departure date.
♦
♦
Damages
♦
passengers is though, limited to 4150 special drawing rights (SDR), about 4900 € or
Lm2100(1SDR = 1,18 €/Lm0.51).
TOURISM IN MALTA
♦
♦
♦
♦
be compensated.
-
-
♦
delay is of:
-
-
-
♦
hotel.
♦
♦
you towards your final destination in
♦
comparable conditions of transport, and as soon as possible, or at a later date - according to your
convenience.
♦
-
-
TOURISM IN MALTA
-
♦
♦
flight:
♦
-
-
-
‘force majeure’.
♦
You reserved a plane ticket but when arriving at the check in desk, they told you there were no
more seats available on the plane? You have the right to receive the assistance, refund or rerouting, compensation (as listed above).
TOURISM IN MALTA
Health care
♦
If you are a citizen of the European Union and you have a European Health Insurance Card
(EHIC), you will be entitled to receive free treatment in a Maltese public hospital or health centre
if you fall ill or have an accident during your stay in Malta. This card replaces the E111 form and
some other EU forms (E110, 119, etc).
♦
The card is available from your health insurance board. It is an individual card so each member
of your family should have one. It is free of charge however you must make sure that you apply
for it a few weeks before you travel so you will have it in time.
♦
If you present your card you shouldn’t be asked to pay for any treatment you receive from a
public hospital or health centre. If for some reason you don’t present your EHIC, you may be
asked to pay for the costs. In that case keep all the receipts so you will ask for a reimbursement
later.
♦
If you have a chronic condition and are likely to need treatment while in Malta, you should
contact your usual health provider for information about how to obtain the treatment you need
from the Maltese public healthcare facilities.
♦
Note that the EHIC cannot be used in private hospitals or clinics and it does not cover additional
costs such as repatriation. Therefore it may be useful to pay for additional travel insurance.
♦
If you’re coming from a country that isn’t a Member State of the European Union and your home
country has no special health agreement with Malta, you are not entitled to free treatment in
Maltese public health facilities. For this reason we recommend you to take out private health
insurance cover to meet any medical or repatriation costs.
♦
generally like the other shops (9:00 – 13:00 and 16:30 to 19:00), there is always an emergency
pharmacy every Sunday, and during the holidays. The address of the nearest emergency
pharmacy is usually stated in the daily newspapers.
♦
Emergency numbers
Emergencies (Crime & Fire)
Ambulance
AFM Helicopter rescue
AFM Patrol Boat rescue
Directory enquiries
Overseas operator
112
196
+356 21 244371
+356 21 824212/4
+356 21 238797
+356 21 225040
1182
1152
5004 3333
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TOURISM IN THE NETHERLANDS
♦
According to the Schengen agreement, entry to the Netherlands is open to the nationals of the
EU. However, if security measures become necessary, the temporary reestablishment of border
may be introduced.
Nationals of another EU Member state do not need a visa to enter Dutch territory. A valid
national identity card, or your national passport if it is still valid, is enough. It is important always
to have your ID card or passport in case it is required by the police to inspect. If you don’t have it
with you, you can be fined. It is also important at some airports, as airlines will insist on seeing
your ID or passport.
For travelers from the new Member states (joining the EU in May 2004), either an ID or passport
♦
♦
♦
treaty. For a stay longer then three months foreigners have to have a visa for long term or a
residence permit.
♦
Customs Allowances
♦
Purchases made during a trip within in the EU and for your personal use, do not require you to
make any customs declaration when arriving in the Netherlands. No additional duty or tax will be
charged on goods bought with duty or tax paid (e.g. in shops, supermarkets etc.) in another EU
country, provided the goods are for your personal use.
♦ If your purchases are equivalent to or less than the quantities shown below, they will generally
that the goods are for your personal use. If you can not prove this you have to declare the
products at the Dutch Customs and pay excise taxes.
♦ Tobacco: You can import only 800 cigarettes, 1 kg of cigarette tobacco). Be aware however that
the quantities of cigarettes you can import from the new member states, that is, Hungary, Latvia,
Poland, Estonia, Lithuania, Slovakia, Slovenia, as well as Czech Republic, are lower (see the
table below).
♦ Alcohol: The authorized quantity depends on the nature of the imported product:
- Spirits (e.g. Whiskies, Gin, Vodka etc.): 10 liters
- Intermediate products (e.g. Vermouth, Port ….): 20 liters
- Wine: 90 liters
-
♦
♦
Beer: 110 liters
Temporarily some countries (Belgium, Denmark, Germany, Finland, France, Ireland, Italy (only
relating to Slovenia), Austria, the United Kingdom and Sweden) keep themselves to an import
restriction on cigarettes and in some cases on certain kinds of tobacco from the eight new
member States which joined the EU in 2004.
The following import restrictions are concerned:
For travelers originated
Restrictions (excise taxes have to be
Applicable finally until
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from
paid on quantities that exceed these
restrictions)
Estonia
200 cigarettes
End 2009
Estonia
250g tabak bestemd voor het rollen
van sigaretten
End 2009
Hungary
200 cigarettes
End 2008
Lithonia
200 cigarettes
End 2009
Lithuania
200 cigarettes
End 2009
Poland
200 cigarettes
End 2008
Slovakia
200 cigarettes
End 2008
Slovenia
200 cigarettes
End 2007
Czech Republic
200 cigarettes
End 2007
Medicines: The possession of drugs, such as hash, cocaine and heroin, carries a strict punishment
throughout the world. This applies both to EU countries and to countries outside the EU. Anyone
caught carrying drugs will risk a heavy prison sentence and in some countries even the death
penalty.
Some medicines can be mistaken for drugs. If you are on regular medication, you may want to
ask your GP for a medical passport in order to demonstrate that you are carrying these medicines
for your own use.
♦
♦
When you enter the Netherlands, you are not only confronted with the levy of taxes on import. There are
also various regulations in the area of safety, health, the economy and the environment.
-
animal products;
pets;
flowers, plants and fruit;
weapons and ammunition;
toy weapons;
drugs and medicines;
art and antiques;
counterfeit goods;
endangered animal and plant species
Customs will check whether these regulations are complied with. If you fail to observe these
regulations, Customs may confiscate the goods and issue you with a fine. For more details, you can
consult the website of the Dutch Customs Office at http://www.douane.nl/english/ or the website of
the European Union, http://europa.eu/ , more specific the DG Taxation and Customs Union.
Shopping
Opening hours
♦
Shops’ general opening hours:
−
−
−
−
♦
Monday: 1 pm – 6 pm;
Tuesday to Friday: 9 am – 6 pm;
Saturday: 9 am – 5 pm.
From Monday to Saturday most supermarkets are open from: 8 am- 8 pm. Shops are usually
closed on Sundays but in some large cities (like Amsterdam & Rotterdam) the shops in the
city centers are open from 12 pm to 5.30 pm.
Banks’ general opening hours from Monday- Friday: 9 am- 5 pm. Some banks are opened on a
Saturday.
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♦
Post offices’ opening hours from Monday- Friday: 9 am- 5 pm. Some are open on Saturday: 9
am- 14 pm.
VAT
♦
There are two main rates of taxes in the Netherlands. The base rate is 19% and the reduced rate
(cultural and food products) is 6%. On some products and services (for example medical care),
the rate is zero.
Shopper’s rights
♦
♦
♦
♦
♦
♦
If you encounter a problem concerning a purchase you made in a shop in the Netherlands, Dutch
law generally applies. According to the Dutch law sellers have to give a guarantee meaning that a
purchased good is free from defects. A limitation in time for this guarantee doesn’t exist in the
Dutch law. The duration of the guarantee period in the Netherlands is the expected lifespan that a
product most likely has (the economic lifespan).
If the product is not in conformity with the agreement: Dutch law protects the buyer (art. 7:21
and following from the Dutch Civil Code). If the purchased product has a defect / is non conform
then the consumer can wish for another delivery of the same product (replacement), now without
any defects, or he can ask for a free repair. Further under certain conditions consumers also have
the right to a partial or a total refund or a cancellation of the whole agreement.
If the defect arises within the first six months after the delivery the consumer doesn’t have to
prove the defect already existed when purchasing the good. It is up to the business to prove that
the goods delivered do in fact conform to the order, or are fit for the normal purpose of the
product. Nevertheless if the seller denies the fact that he has sold a product non conform to the
consumer and that the non conformity is due to the wrong use of the product by the consumer,
the seller is also the one who has the burden of proof. If the defect or the non conformity arises
after 6 months of the purchase the consumer has the burden of proof.
Concerning products with a longer economic lifespan consumers have, under certain conditions,
(also after two years) claims against the seller. Which doesn’t mean that the consumer can
automatically wish for a free repair. To stipulate the costs of repair for the consumer the
economic lifespan and the age of the product on the moment the non conformity occurred have to
be taken into account.
Voluntary guarantees given by producers of a product have no influence on the legal rights of
consumers.
Further it is possible for businesses to make goodwill gestures and give additional guarantees:
e.g. “if you are not satisfied you can return the items, and be reimbursed”. It is necessary in every
case to refer to the general conditions of the sales contract, or to inquire in the shop. If the trader
has mentioned anything concerning exchanges or refunds in his advertisements (either in the
shop, or on the invoice or any on other material) he has to follow this. Otherwise he is liable for
♦
♦
♦
Regulations concerning the sales periods don’t exist in the Netherlands anymore. The sales
periods can take place at all times and aren’t limited to a small number of days. The retail trade
starts the season sales periods in general in December and January respectively July and August.
A statement that “Goods can neither be returned nor exchanged” can only refer to items which
have been specially indicated as faulty, or to those which are normally exchanged only as a
goodwill gesture. If you buy faulty goods without being alerted, your rights to after-sales service
still apply. In any case, always be careful when buying goods in sales and inspect them
thoroughly!
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♦
general indication, is enough if the discount or the new price is the same for all the goods, for
♦ The following pricing details should appear clearly on the label:
- The previous price has to be crossed out
- The new price
- The price indicated on the label has to include VAT
Taxi
♦
-
How to recognize a taxi:
blue number plates
a price list visible from both inside and outside the taxi
a taxi driver’s pass on the dashboard
♦
Knowledgeable drivers: Possession of exemption cards is a guarantee that the taxi driver knows
the city. In order to qualify for the card taxi drivers must take an exam in which their knowledge
of the city is extensively tested.
♦ Where to find a taxi: You will find taxis at the official taxi ranks which in Amsterdam are to be
found at Schiphol Airport, Central Station and the Dam as well as many other places. You do not
have to take the first taxi in the queue. You may choose yourself which taxi to take. You may
also hail a taxi on the street or telephone for a taxi. You will find telephone numbers in the pink
section of the telephone directory and in the Yellow Pages under “taxi”. You may also ask an
employee of the hotel or restaurant to call a taxi for you. No call out charges exist.
♦ How much? Taxi prices are based on the following components:
- Call out
No charge
- Basic price
max. € 5,12 (for 4 or more passengers; max € 8,33)
- Per kilometer max. € 1,94 (for 4 or more passengers; max € 2,23)
- Wait / stop
max. € 32,87 per hour
- Last you may always ask the driver for a receipt.
Telephone and FAx
♦
♦
♦
The international phone number of the Netherlands is 0031
Most telephone booths now take phone cards. You can buy these at Post-Offices and bookstores
(Bruna and Ako).
The Netherlands is very well covered by the various Dutch mobile phone operators. Find out
from your own operator which Dutch network to choose, in order to use your mobile phone in the
Netherlands at lower cost.
♦
The Post
Mail boxes: in the Netherlands, mail boxes are orange or red and can be found along the street and in
every Post Office. Mail collection times are displayed on the boxes. Letters and cards often need to be
sorted according to their destination: either going to the same area as the one your are staying in, or to
other areas / foreign countries.
Stamps: You can buy stamps at any Post Office. Postage costs vary according to the weight of your
mail and his destination. All rates are shown at www.tntpost.nl.
Delivery times: allow 24 to 48 hours for domestic delivery; for international deliveries allow 1 to 5
days.
Internet
♦
Internet Cafes can be found in most cities throughout the Netherlands.
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Rates may vary, but you will be charged according to the amount of the time spent using the computer. To find
an Internet Café ask the local tourist office (“VVV”).
♦
All dogs, cats and ferrets need an EU passport when traveling abroad. You can obtain the Dutch
version of this EU passport from your vet.
All dogs, cats and ferrets should have been vaccinated against rabies.
Your vet can do this for you. He is also authorized to make a note of the vaccination in the EU
passport.
You are obliged to have your dog, cat or ferret fitted with an identification mark (chip or tattoo).
If you are taking your dog, cat or ferret with you on holiday to the United Kingdom, Ireland,
Malta or Sweden, your vet will have to do a compulsory blood test a number of months before
departure. This requirement also applies if an animal from a EU country accompanies its owner
on holiday to a non-EU country that is not included in the list 'Carriage from a third country to an
EU Member State'. This list can be found on the website (in English) Animal Health and Welfare
of the EU.
If your pet belongs to a protected species, you should not only have an EU passport but also a
CITES document. Make sure that you obtain adequate information in advance from your travel
agent, the embassy of the country of destination or the CITES agency LASER in Dordrecht
(telephone +31 (0)800 223 33 22).
♦
♦
♦
♦
♦
Emergency number (for police, fire brigade and medical):
Police (no emergencies):
112
0900-8844
If you loose:
♦
Your keys or other objects: Ask the police for the telephone number of the lost property service
of that city where you are (in Amsterdam 0900-884, this number is not available outside the
Netherlands).
if you were badly parked and the vehicle has been towed by the police services.
Police station. Phone your bank service or contact the issuer according to our type of card:
♦
♦
♦
-
Eurocard-mastercard: 0800-022-5821
Visa Global Card Assistance: 0800-022-3110
Diners club Security Service: +31 (0)20 654 55 11
♦ An animal: Contact the animal protection service (in Dutch
“Dierenbescherming”): 0900-2021210
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Accommodation
Tourism tax
♦
During their stay in Holland, visitors are usually asked to pay a tourism tax which is fixed by the
local authority.
Hotel booking
♦
♦
♦
♦
Since January 2004 the Dutch hotel industry introduced a new star classification for hotels: de
Nederlandse Hotel Classificatie (NHC). The NHC awards the stars on a more flexible way. The
new classification replaces the old Benelux-Hotel-classification.
The new element in the NHC-classification is the system with points. The criteria to assign the
stars depends of the (obligatory) basic-standards and with points for (voluntary) optional
standards.
You can ask Tourist Information Offices (VVV) or a booking agent to book your room, if you do
not wish to look for a hotel by yourself.
It’s advisable to make an advance booking for travel during the high tourist season i.e. beginning
of July to the end of August. During Easter holiday almost all hotels in Amsterdam are usually
fully booked.
Before leaving home
♦
♦
♦
When you book a stay in an Hotel, the hotelkeeper is entitled to ask you for the payment of a
deposit, called in Dutch “aanbetaling”.
The hotel can ask you to confirm the booking before the predicted arrival date to be sure that the
booking was properly recorded, and that the room has not been let to another person.
If you made your booking with a travel agency, the agent has to give you a written confirmation
of the agreement (this can be electronic). If you choose to book a hotel trough a travel agency, it
is advisable to choose a agency that is associated with the “Algemeen Nederlands Verbond van
Reisondernemingen” (ANVR), Stichting Garantiefonds Reisgelden (SGR) and the
Calamiteitenfonds. By booking at these ANVR travel agencies you have more guarantees since
the terms and conditions of associated ANVR travel agencies are drawn up in cooperation with
the branch organization ANVR and the Dutch consumers' union (Consumentenbond).
♦
♦
♦
Do you have a right to a compensation if a rented apartment is not what you expected, based on
the leaflet? Yes, if an apartment is not like the one showed on the leaflet, the leaflet has to
mention if the apartment you are going to rent is not the same as the one showed in the leaflet. If
it does not mention that, you probably have right to an indemnity.
The requirement is that during the holiday you report (as soon as possible) your complaint to the
travel agency. You also have to cooperate to find a solution to the problem. If the problem is not
solved you have to file a written complaint within a month, when you return from your stay.
Do you have to accept the fact that the organization changes the accommodation? If the changed
accommodation is not equivalent to the one the consumer booked, you can refuse the change
without providing a motive. If you do accept the propose of a less quality you can get a
compensation for this.
Camping
Campsites
♦
Farmers can use their land for the purpose of installing a camping. The maximum consumers of
the camping per farm is 15. This is to ensure the competition. The law “Wet op de
Openluchtrecreatie” gives extra protection to the users of camping’s. However this law will be
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♦
♦
♦
withdrawn, that means that from end 2009 each local authority will create its own policy
concerning the farmer camping’s.
Consumers that rent a permanent stand at an camping, for example a caravan or bungalow, will
be confronted with the new terms and conditions of the “ Vereniging van Recreatieondernemers
Nederland (Recron)”. Consumers that want to extend or enter a rental contract in 2008, will be
confronted with these new terms and conditions.
An important change is that the renter hereafter is obliged to provide the correct data of his or her
address to the owner of the camping.
The “Recron” terms and conditions give the renters of a camping stand a good protection. These
terms and conditions are drawn up in cooperation with the Dutch motoring organization (ANWB)
and the Dutch consumers' union (Consumentenbond).
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Travelling by car
♦
Directive 91/439/EEC of 29 July 1991 on driving licenses ("second driving license directive") is
governed by two major principles: to facilitate the free movement of the citizens of the
Community and contribute to the improvement of road traffic safety. With regard to the free
movement of citizens, Directive 91/439/EEC introduced the principle of mutual recognition of
driving licenses issued by the Member States
Papers
♦
The minimum age for driving in the Netherlands is 18 years.
♦
It is obligated to carry your driving license, car registration papers and insurance documents. EU
driving licenses or International Driving Licenses are accepted for driving in the Netherlands.
♦
When driving a vehicle which uses the public road system, you must have a valid driving license
of the right category. You have an obligation to show your driving license if a police officer asks
for it. The license must be readable and valid.
♦
You are not allowed to drive a vehicle if you are banned from driving or if you don’t have your
license yet. If the license has lost its validity, you are not allowed to drive. You can renew your
driving license at the town hall, and for this you do not have to undergo a new driving test. In the
case of a police check the fine on driving a car when you have a driving ban is € 255,-.
♦
In the Netherlands, every new driver since 2002, has received a beginners license. This beginners
license is officially called the Maatregel Beginnend Bestuurder. The purpose of the beginners
license is to minimize the number of accidents by beginning drivers.
♦
The beginners’ license gives beginning drivers punishment points if they commit a serious traffic
offence or an accident. When the driver obtains 3 points in 5 years, he will lose his driving
license.
Speed limits
♦
A driver must at all times be able to bring his vehicle to a standstill within the distance that he can see to be
clear.
♦
In built-up areas the speed limits are as follows:
-
♦
for motor vehicles 50 km/h;
for mopeds and motor-powered vehicles built for disabled drivers 30 km/h.
Elsewhere the following speed limits apply:
-
for motor vehicles on motorways 120 km/h, on main roads 100 km/h and on all other roads 80
km/h;
for mopeds and motor-powered vehicles built for disabled drivers 40 km/h.
♦
Relatively small speeding offences can be settled by paying a fine. If you exceed speed limits by
over 30km/h the offence will be registered. Depending on if you have a history of severe traffic
offences, this offence will mean a large fine or a subpoena. If you exceed the speed limits by over
50 kilometres you will receive a driving ban. For these severe speeding offences an investigation
can be made as to determine if someone is mentally and physically fit to drive a vehicle.
Depending on the results, the CBR can declare a driving license void and null.
♦
Please note! In the Netherlands, there are fixed radar traffic detectors all over the country which
photograph vehicles not complying with the speed limits. There are also route control systems on
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12 mean motor ways / main roads. A route control system measures the average speed over a
longer distance. If the average speed is higher then the allowed maximum speed the driver will
get a fine for the violation.
Traffic rules
♦
Drivers are required to keep as far over to the right as possible.
♦
At road junctions drivers must give priority to traffic approaching from the right, unless there is a
road marking indicating that you have priority.
♦ The colours in three-colour traffic lights signify as follows:
- green light: proceed;
- amber light: stop; drivers who are so close to the traffic lights that they cannot reasonably be
expected to stop safely should proceed;
- red light: stop.
♦
Road users must at all times give priority to drivers of emergency vehicles.
Safety
♦
Since 1992 it is obligatory to wear seatbelts on the front seats as well as on the backseats, for
both adults and children. The police pointedly checks for people not wearing their seatbelt,
because a seatbelt can be a lifesaver in case of an accident. Each passenger is responsible for
wearing his or her seatbelt, which means that they can be fined individually if they do not wear
the seatbelt. In the event of a police check, there will be a fine of € 75,-.
♦
Children must wear a seatbelt at all times, on the front seat as well as on the backseat. Children
younger than 12 or under 1,50 meters of height must use an approved child seat when using the
front seat. If such a seat is not present, the child will have to use the backseat. Children smaller
than 1,50 meters in height may use the 3-point seatbelt as a 2-point seatbelt by wearing it behind
their back and over the hips.
♦
When seats designed for passengers are equipped with seatbelts, it is forbidden to transport more
passengers in the vehicle than the number of seatbelts provided.
♦
Since 30 March 2002 persons driving a car are not permitted to hold a
♦
Mobile phone while travelling unless you use a “hands free“system. Handheld calling is an
offence, which can be fined. The fine is usually € 140, but in case other people are endangered or
hindered because of this, the fine can increase to € 2000, or a 2 month prison sentence. The fine
for handheld calling while driving a moped is € 35.
Alcohol and drugs
♦
It is forbidden to drive a vehicle if the percentage of alcohol in your bloodexceeds 0,5‰ (circa 2
glasses), however it is better be completely sober while driving a vehicle.
♦
If you are stopped by the police for an alcohol check, you have anobligation to cooperate. If you
refuse to cooperate, your driving license will be taken in custody. The punishment for drink
driving varies from a fine of at least € 190,- to some years in prison, as well as a driving ban for a
maximum of 5 years (10 years for repeat drink-drivers).
♦
The use of drugs in traffic is expressly prohibited. This includes all hard drugs and soft drugs
including party drugs like XTC and amphetamine. Drug use can be proven by a blood or urine
test which you have an obligation to take if a police officer suspects you of driving while on
drugs. The punishment varies from a 3 month prison sentence or a fine of € 4,500,- to possibly a
driving ban for a maximum of 5 years (10 years for repeat offenders).
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♦
Some medical drugs can influence your ability to drive. For instance relaxation drugs like
valerian pills or sleeping pills can slow your reaction speed. Other dangerous medication includes
muscle relaxants and allergy medication. You can recognize these drugs by a yellow warning
sticker on the packaging. Some medicines will take up to 48 hours to get out of your system.
♦
Medication without a yellow warning sticker, when used in higher dosages or in combination
with alcohol, can also affect your ability to drive. This is especially so with painkillers. Therefore
you should always read the instruction leaflet or consult with a doctor.
Traffic accident
♦
If you are involved in an accident in the Netherlands, your insurance should cover any injury or
damage that you may cause to another party and may include cover of any legal costs that may be
incurred. Please check details with your insurer before travelling to the Netherlands.
♦
Your agent should provide you with a green card. This serves as proof of valid liability insurance
and is accepted throughout Europe in countries which are signatories of the Green Card System.
It is not mandatory to have a Green Card when traveling within the EU if you bring your
certificate of insurance. However, a Green Card can serve as easily recognizable proof of third
party insurance.
♦
The insurance agent will also provide an accident report sheet – the “Europees schadeformulier”
– which should always be kept in the car.
♦
♦
The “Europees schadeformulier” is to be filled out at the scene of the accident; it is purely a
statement of facts not an establishment of blame. But do not sign any paperwork if you do not
understand it, it can be used as evidence. Information required includes: place of accident, names
of witnesses, names of drivers with driver license details, and details of the insurers. If more than
two cars are involved, a separate “Europees schadeformulier” should be completed with each
party. Try to be as precise as possible in the description of the accident.
♦
♦
Once the form has been successfully filled in, you have five days to return it to your insurer. If
neither driver has a “Europees schadeformulier” available then the report can be done by letter.
♦
If it is a serious accident, and you need to be hospitalized, the authorities ill deal with the
paperwork on your behalf. If you are not hospitalized, but feel the consequences of a shock etc.
get medical certificates stating your injuries.
♦
In case of an accident in the Netherlands, as a general rule, Dutch law will apply to determine
♦
If you are not responsible for the accident, the directive 2000 / 26 / EC of May 16, 2000 allows
you to demand a compensation in your country of place of residence.
♦
Your insurer, or yourself, should contact the representative of the opposite insurance company in
your country. Every European insurer indeed has to appoint a competent correspondent in the
other member states. You should receive an offer of compensation in the three months of the
demand. If you have difficulties to find the coordinates of this interlocutor, you should contact
the body created for that purpose in your country.
♦
Community law to compensation from the motor vehicle guarantee fund of your country.
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Petrol/Fuel
♦
Generally fuel is more expensive along the motor ways / main roads.
NL
Ongelood
95 of 98
Diesel
brandstof
LPG
♦
FR
Sans plomb
EN
DE
Unleaded Bleifreies Benzin
gazoline
95 ou 98
95 or 98
95 oder 98
Gazoil
Diesel fuel
Diesel
Kraftstoff
GPL
LPG
LPG
Major credit cards are accepted. Generally you can pay at a booth, or by inserting your card into
the machine near the pumps.
Parking in The Netherlands
♦
Pay-meters: Parking meters are common throughout the Netherlands. In larger cities and
especially in Amsterdam, The Hague and Rotterdam these parking meters are increasingly often
operated with special debit cards. At these meters you can’t pay with coins. Further at some
parking meters you can also pay with a credit card.
♦
You can buy this special debit card (“Prepaid Chipknip”) at several shops in Rotterdam and
Amsterdam.
See
the
following
link
for
the
sales
addresses:
http://www.interegi.nl/binaries/verkooppunten%20prepaid%20chipknip%202006_tcm5343193.pdf.
♦
On the parking meters it is indicated between which hours parking is free of charge usually this is
during evening hours. Also the tariff and time limit are written on the parking meter.
Example of a parking meter
♦
At most parking spaces, you will have to pay by way of a central parking meter. Place your
tickets clearly visible on the dashboard of your car.
♦
Important: illegally parked vehicles may be wheel-clamped or towed. Also if you do not pay or
have not paid enough at the parking meter, you will get a parking fine. This will mean that you
will be required to pay € 43,- in addition to the parking charge (1 hour). On top of that, you will
run the risk of having a wheel clamp attached to your car or having your car towed away. That
may cause you more than hundred Euros.
Car rental
♦
you prior selected on Internet. Do not hesitate to take time to read the contract again, to ask
♦
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♦
Car trouble
♦
♦
With car trouble, you can always use the road service of the Dutch AA/AAA. Over a 1000
competent mechanics of the Dutch AA/AAA are present at all the important motorways and are
on call 24 hours a day, seven days a week. In case of an emergency you can enlist the help of the
Dutch AA/AAA via the yellow emergency telephones along the motorway or via the free
available number (+31) (0)800 08 80. You can recognize the Dutch AA/AAA by her yellow cars.
In almost every case the mechanics will get you back on the road at once.
Important: before you leave, please ask your insurer in your own country if you are insured for
help from the Dutch AA/AAA. So you will never be faced with uncomfortable situations.
Traffic information
♦
For more on travelling to the Netherlands by car, visit the website of the ANWB (Dutch
Automobile Association), www.anwb.nl or call ANWB Traffic Information (+31) (0)900 96 22
[€ 0,35ct p/m].
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Travelling by plane
♦
New regulations from the European Union (example: directive 261/2004), and the Montreal
Convention, have strengthened the rights of passengers. Here you can find information
concerning travelling by plane.
Before departure
♦
♦
♦
♦
♦
♦
♦
♦
♦
The company from which you have bought the plane tickets will inform you about the check-inn
time at the airport. Because of the security check at Amsterdam Schiphol Airport you normally
have to check-inn 2 hours prior to the departure time, if your destination is inside the EU. If you
fly outside the EU check-inn time is 3 hours before departure.
Since 6 November 2006 there exist new rules in the EU regarding the hand luggage. Liquids, gels
and aerosol’s can only be carried in the hand luggage in small amounts (max. 100 ml a piece).
This is also for drinks, crèmes, tooth-paste and make-up. If you want to take a small amount of
these products in your hand luggage, you have to carry them in a small transparent bag, of max. 1
liter capacity. You can always carry baby food and medicine.
If you have a long delay or stay in Schiphol Airport, you can go on a tour through Amsterdam
(2,5 hours) or a Holland Tour (3,5 hours. )
For more information: E-mail: [email protected]. Telephone: +31 (0) 20 316
3951.
You can use a safe (max 7 days) during you stay at Schiphol Airport. The price depends on the
size of the luggage, prices go from € 5 up to € 10.
To reach Schiphol Airport it is a good idea to go by train, because the rail station is located under
the Airport. For more information about timetables and prices you can go to www.ns.nl. There is
also a train connection during the night. The train will take you in about 15 minutes from
Amsterdam Central Station to the Airport for approximately € 7,-. Taxi can cost you between €
30-40
If there is any reason why you are not able to embark on your flight, then you have to inform the
airline company or the travel agency as soon as possible.
terms and conditions. Furthermore, you can be asked to pay additional costs for this change.
Schiphol Airport is the biggest Airport in the Netherlands, but we also have 3 other International
Airports namely: Rotterdam, Maastricht and Eindhoven.
♦
♦
♦
♦
When an airline company denies boarding on a flight, it first has to call for volunteers that are
willing to give up their seat on that flight. If boarding is denied to passengers against their will,
the operating air carrier has to immediately compensate you.
If a flight is cancelled the passenger has to get assistance (re-imbursement / re-routing, care like
drinks and food and compensation). This is not applicable if the air company informed about the
cancellation on time or when the cancellation is due to extraordinary circumstances (force
majeure).
There is also a possibility to get compensation for a delay, depending on the time that the flight
was delayed.
If there is a right to compensation must be paid within 7 days. The payment can be made in cash,
by credit transfer or cheque. A voucher refund can be made only with your written agreement.
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Situation
< 1500 KM
1500-3500 KM
>3500 KM
Overbooking Reimbursement
or re-routing,
compensation
of € 250 or
50 % if less
than 2 hours
delay, and
drinks,
food,
telephone and
hotel
Delay
2 hours: food
and drinks and
2
free
calls/fax/emails
Reimbursement
or re-routing, a
compensation
€ 400 or 50 %
if less than 3
hours
delay,
and
drinks
food, telephone
and hotel
Reimbursement
or re-routing, a
compensation
€ 600 or 50 %
if less than 4
hours
delay,
and
drinks
food, telephone
and hotel
3 hours: food
and drinks and
2
free
calls/fax/emails
4 hours: food If more than 5 hours delay: in
and drinks and some cases reimbursement
2
free and hotel
calls/fax/emails
Cancellation
Reimbursement
or re-routing, a
compensation €
400 or€ 400 or
50 % if less
than 3 hours
delay,
and
drinks
food,
telephone and
hotel
Reimbursement
or re-routing, a
compensation €
600 or 50 % if
less than 4
hours
delay,
and
drinks
food, telephone
and hotel
reimbursement
or re-routing,
compensation
of € 250 or
50 % if less
than 2 hours
delay, and
Drinks, food,
telephone and
hotel
Exceptions
No compensation if the
Airline informed on time that
the flight would be cancelled
(depending on the situation)
Baggage
♦
♦
♦
♦
♦
passengers is though, limited to 4150 special drawing rights (SDR), about 4900 € (1SDR=1,18
€).
clothes, basic necessities, etc..) the carrier would have to pay you compensation of up to a
In the case of a strike, responsibility is not always attributed to the airline company if the strike is
caused by staff who are not directly paid by the airline; and, if the strike was unpredictable; and,
if the company demonstrates that it took all the necessary steps to avoid the damage.
be compensated.
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Travelling by train
♦
Transport by train in the Netherlands is provided by a single company, the NS (Nederlandse
Spoorwegen).
♦
For timetables you can consult www.ns.nl.
♦
Reserving tickets is possible for different international train journeys. You can book those
through http://www.nsinternationaal.nl/bestemmingen/bestemmingen.html.
♦
You can book tickets for an International train online or through the following number: Telesales
NS International 0900-9296 (€ 0,35 p.m.). If you book online or at the machine in the Station
you do not pay a booking fee. At other sales points (desk or tour operators the booking fee can go
from € 3,50 to € 10.50 per passenger).
♦
For groups (from 10 passengers and more) travelling by train you can contact:
[email protected].
♦
You can buy a ticket with a date or without. If you buy a ticket without a date you have to
validate your ticket before getting on the train. You can validate your ticket by getting a date
stamp in the yellow boxes at the Station. If you were not able to buy your ticket or validate it, you
will risk getting a fine of € 35,- plus the costs for the train ticket. Since the first of October 2005
it is not possible to buy your ticket at the inspector.
♦
A ticket without a date is valid 1 year after the change of rate or if it has a date written on the
ticket itself.
♦
Tickets inspections on trains are frequent, and penalties are strictly applied.
♦
All trains are completely non-smoking. At the train stations there are special places were it is
possible to smoke.
Ticket compensation
♦
If the train is not on time the railway company will give a compensation for delays of more then
30 minutes. The reason for the delay is not relevant. The rules to get a compensation are:
you have to arrive 30 minutes later than planned according to the timetable;
♦
♦
-
you can get additional compensation for other train products you bought (rail runner or day
card);
-
you will not get a compensation if it is less then € 2,20, if the delay was announced in
advance, if the delay was due to “force majeure” or if you have purchased international train
tickets.
You can ask for a compensation by filling out the form ‘Geld terug bij vertraging’. You can pick
this form up at the service-desk or by calling 0900 - 1462 (€ 0,10 p.m.). Holders of a permanent
card can fill in this form online.
Tickets refunds
♦
If for any reason you were not able to use your train ticket, there is a way to get a refund. At the
NS-service desk you can ask for a special form. You have to fill this out and add the train ticket
you did not use. On the form you can read the conditions for the refund.
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♦
If you bought the wrong ticket you can change it at the NS-service desk. You can do this only at
the station were you bought the ticket en not later than 30 minutes from the moment you paid for
it.
Railway to Amsterdam Airport
♦
To reach Schiphol Airport it is a good idea to go by train, because the rail station is located under
the Airport. For more information about timetables and prices you can go to www.ns.nl . There is
also a train connection during the night. The train will take you in about 15 minutes from
Amsterdam Central Station to the Airport for approximately € 7,-.
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Health care
♦
get sick in Holland or are victim of an accident, you can get a refund for the needed medical
expenses if you present, before the treatment, your European Health Insurance Card (EHIC) to
the Dutch doctor or the hospital. This card replaces the E111 form and other EU forms. The
reimbursement will take place as if you were insured in Holland. Since the first of January the
Dutch insurance companies are obliged to provide the European Health Insurance Card. This card
is valid for the EU, Norway, Liechtenstein, Iceland and Switzerland.
♦
♦
When presenting your card to the doctor, you shouldn’t have to pay for the treatment. But some
health professionals may not know the mechanism of the EHIC. You will then have to advance
the expenses. They will give you a treatment form (feuille de soins) which will allow you to ask
for the reimbursement later.
♦
usual health provider for information about appropriate medical centres for your stay in France
♦
repatriation.
♦
If you use your European Health Insurance Card, it is possible that you have to identify yourself,
despite of the fact that there isn’t an obligation to identification in Europe.
♦
The European Health Insurance Card does not have medical data about your health condition or
treatments.
♦
If you are not a citizen of the EU, and your country has no special agreement with Holland in
regard to social insurance, you are not protected by the compulsory health insurance in Holland.
Since you will have to pay for the costs for the medical treatment yourself, we recommend you to
take out private health insurance cover to meet any medical or repatriation costs.
♦
Holland does have special treaties with Turkey, Tunesia, Servia-Montenegro, Macedonia,
Marocco, Croatia, Cabo Verde, Bosnia Herzegovina and Australia. Holland has other special
agreements with it’s neighbor Germany. These agreements can have a aberration from the
common international agreements.
♦
If you live outside Holland and you have questions about the Dutch health care you can call this
number: +31 (0) 10 428 95 51
♦
There exists a European Medical Passport (EMP). In this little book you can write down: the
medicines you are using, your former health problems or diseases, the name of the person that
has to be contacted in case of urgent occurrence and who your doctor is. It is really useful to have
such a passport if you travel. For example if you need medicines in a foreign country or to
convince the customs-authority that you have to use those and that it isn’t drugs. You can ask
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your doctor for a EMP. An EMP is written in 11 European languages. Having an EMP is not the
same as having a European Health Insurance Card.
♦
In some cases you need a Schengen-declaration for some types of medicines that you are carrying through
the Customs (for example: Ritalin or Concerta).
♦
like the other shops (08.30 am -17.30 pm), there is always an emergency pharmacy at night,
every Sunday, and during the holidays. The address of the nearest emergency pharmacy is
usually written on the door of the closed ones.
♦
medicines are freely sold. The pharmacist will be able to give you any further information.
Emergency numbers
Medical emergencies: 112
Police emergencies:
112
Police (no emergencies):
0900-8844
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Holiday rentals
Travel agreement
Tourism tax
♦
During their stay in Holland, visitors are usually asked to pay a tourism tax which is fixed by the
local authority. If the visitors are not registered in the local municipality as resident, the tax will
be included in the price of the rental.
Travel agreement
♦
If you book at a travel agency this company is obliged to give you the following information
before closing the travel agreement (in a brochure or any other clear manner):
-
♦
name, address and telephone number of the travel agency;
the amount and the deadline of the payment you have to make in advance;
information about taking a cancellation-insurance;
important (general) information about the travel documents and the formalities about health
affairs. Further it is your responsibility as a consumer to have all the necessary information
about travel documents, like passports and visa;
the deadline for making a complaint.
After closing the agreement the travel agency has to give you the following information:
-
the general terms and conditions, if it was not possible to give those before;
-
the information documents have to be handed over at least 10 days before the day of
departure. These documents have to contain information about the local representation of the
travel agency and additional information in case of emergencies.
-
information about the insurance, transport, route and contact person.
♦
These rules are also applicable for bookings done through the internet, post and phone. But you
do not have a “cooling off period” in these cases.
♦
An email counts as a booking confirmation, because normally it is not obliged to close an
agreement in a particular way. It does have to have contain clear definition of the product or
service and the price.
♦
If you book through the internet, the trader is obliged to hand you the general terms and
conditions, in a way you can read and store them.
♦
The trader can ask you to do a advance-payment. The law does not have special rules concerning
advance-payments. So the agency can stipulate what amount has to be paid in advance.
♦
If the agency is a member of the ANVR (Algemeen Nederlands Verbond van
Reisondernemingen), the down-payment will be of 15 %, with a minimum of € 45,40. if the
booked service only contains the rental of a bungalow, apartment, boat, caravan or caravans
standing place, then the advance-payment will be of 30%.
♦
If rented accommodation does not correspond to the description in the leaflet, there is a
possibility to get a compensation. It is very important to make the complaint as soon as possible,
at the rented place itself. The consumer can also try to get a compensation for material damage.
Like extra expenses for telephone calls that are made to complain. The consumer has the
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responsibility to do everything in his power to minimize the damage. If the retail company is a
member of the ANVR you can bring your complaint before the ADR body, the Complaints Board
of Travel.
♦
If you choose to book an accommodation through a travel agency, it is advisable to
choose an agency that is associated with the “Algemeen Nederlands Verbond van
Reisondernemingen” (ANVR). By booking at these travel agencies you are sure that the
terms and conditions appropriate on the closed agreement are fair for you as a consumer.
Since the terms and conditions of associated ANVR travel agencies are drawn up in
cooperation with the branch organization ANVR and the Dutch consumers' union
(Consumentenbond).
♦
For more information about the ANVR;
http://www.anvr.travel/engels.php
http://www.anvr.travel/uploads/opreis/Handboek_codes_en_richtlijnen/CR%20Engels.doc
http://www.anvr.travel/uploads/opreis/Handboek_codes_en_richtlijnen/RECLAMECODE%20Re
isaanbiedingen07%20(Eng).pdf
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TOURISM IN NORWAY
Border controls: Nationals of the Schengen Agreement
On arrival in Norway, you must show a valid passport or other official document that satisfactorily
establishes your identity and nationality.
Norway takes part in the Schengen co-operation and hence nationals from countries within the
Schengen area (Austria, Belgium, Denmark, France, Finland, Germany, Greece, Iceland, Italy,
Luxembourg, the Netherlands, Norway, Portugal, Spain, Sweden), do not have to show their passport
when entering Norway. However you must show an official document that satisfactorily establishes
your identity. We therefore recommend you to bring your passport after all.
For all other nationals a valid passport is necessary.
Visa requirements
For some nationals a visa is required in addition to a valid passport. General rule: A visitor's visa may
be issued for tourist travel, family visits, official assignment, business travel, study or for other
reasons. A visitor's visa is valid for a maximum of three months.
For foreigners from outside a Schengen Agreement state, a “short stay” (3 months max) visa granted
for any Schengen agreement signatory country is valid in all other countries that have signed and
implemented the Schengen treaty.
Customs Allowances
Norway is not a member of the EU, therefore imports from EU countries will generally be treated like
imports from countries outside the EU.
If you are entering Norway with goods or currencies in excess of the permitted limit, you have to
notify the customs authorities accordingly of your own accord. It is a punishable offence to give
incorrect information to the customs authorities.
Within the limit of NOK 6000/3000, you are allowed to bring with you the following articles free of
customs and excise duty:
Alcoholic beverages
a) 1 litre of beverages with more than 22 up to and including 60 % alcohol per volume as well as 1½
litre with more than 2.5 up to and including 22 % alcohol per volume or 3 litres with more than 2.5 up
to and including 22 % alcohol per volume .
b) 2 litres of beer with more than 2.5 or other beverages with more than 2.5 up to and including 4.7 %
alcohol per volume.
Tobacco
a) 200 cigarettes or 250 g of other tobacco products and
b) 200 leaves of cigarette paper.
The minimum age for importing tobacco products is 18 years.
Meat, meat products, milk and milk products
Meat, meat products, cheese and foodstuffs except dog and cat food, totalling 10 kg altogether from
EEA countries. From countries
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outside the EEA, it is prohibited to bring meat, meat products, milk and milk products with one in
one’s luggage. Such products must be imported through a veterinary border control station, and the
goods must be accompanied by a health certificate.
Goods, the import of which, is prohibited without special permission
• drugs, medicines and poisons (minor quantities of medicine for personal use are permitted)
• alcohol over 60 % per vol.
• weapons and ammunition
• fireworks
• potatoes
• mammals, birds and exotic animals
• plants/parts thereof for cultivation
Currency
When entering Norway you are allowed to bring with you Norwegian and foreign bank notes and
coins at a total value of NOK 25 000. If the currency you are carrying exceeds this amount it has to be
declared on a form available from the customs authorities. There is no limit on travellers’ cheques.
Endangered animal and plant species
In compliance with the Washington Convention (CITES) as well as national legislation it is not
allowed to bring endangered animal or plant species or products made of them into Norway. Examples
of endangered species are elephant, leopard, tiger, wolf, wolverine, some crocodile and snake species,
some birds of prey, eggs of some bird species as well as some orchids and cactuses. For more
information, please contact the Directorate for Nature Management or the Norwegian Customs
Service.
Dogs, cats and ferrets which are kept legally in Sweden may be brought to Norway without any
requirements.
Import of dogs, cats and ferrets from EU countries (except Sweden) require the following;
1. Identification
The animal must be identified by a microchip or a clearly readable tattoo. If the microchip does not
comply with ISO Standard 11784 or Annex A to ISO Standard 11785, the importer must provide the
means necessary for reading the microchip. The animal must be identified before the rabies
vaccination.
2. Vaccination against rabies and neutralising antibody titration
The animal must have been vaccinated against rabies with an inactivated vaccine of at least one
antigenic unit per dose (WHO standard). The rabies vaccination and revaccination, if necessary, must
have been carried out in accordance with the recommendations of the manufacturing laboratory and
the vaccination must be valid1).
In addition, dogs and cats (not ferrets) must have been subjected to a neutralising antibody titration at
least equal to 0,5 IU/ml carried out in an EU approved laboratory on a blood sample taken not earlier
than 120 days after the latest vaccination and not later than the day the validity of the vaccination
expires. This antibody titration does not need to be repeated on an animal which, following that
titration, has been regularly revaccinated at the intervals without a break in the vaccination protocol
required by the manufacturing laboratory.
Neither vaccination against rabies nor neutralising antibody titration is required for dogs, cats and
ferrets imported directly from UK and Ireland into Norway.
Unvaccinated young animals cannot be imported to Norway from other countries than UK and Ireland
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unless permission has been granted by the Norwegian Food Safety Authority.
3. Echinococcus treatment
Dogs and cats must have had tapeworm (echinococcus) treatment with an appropriate dosage of
medicine containing e.g. praziquantel maximum 10 days before arriving Norway. This treatment must
also be repeated within 7 days of arrival. Both treatments, including the name and dosage of the
medicine, must be certified in the pet passport.
Treatment against echinococcosis is not required for ferrets and for dogs and cats which have not been
outside Norway; Sweden and Finland in the last 12 months.
4. Pet passport
The animal must be accompanied by a pet passport, carrying the identification of the animal and
entries by a veterinarian concerning rabies vaccination, the neutralising antibody titration and the
echinococcus treatment.
5. Border control
Dogs, cats and ferrets imported to Norway from EU countries (except Sweden) and the required
documentation must be presented to the customs upon arrival (red zone).
Note
1)A primary anti-rabies vaccination is considered as valid 21 days from the date of completion of the
vaccination protocol. A revaccination (booster) is considered as valid from the date of revaccination
where the vaccine is administered within the period of validity of the previous vaccination. The
revaccination is considered as primary vaccination in the absence of veterinary certification attesting
the previous vaccination.
Dangerous dogs means dogs/breeds which are particular aggressive, willing to fight and persevering,
and because of these characteristics are dangerous to humans and animals. It is prohibited to keep,
breed or import dangerous dogs. It is also prohibited to import semen and embryos from dangerous
dogs.
Dogs of the following breeds/crossbreeds with the following breeds are considered to be dangerous:
-
American Staffordshire Terrier
Fila Brasileiro
Toso Inu
Dogo Argentino
Also dogs that are crossbreeds of dog and wolf are considered to be dangerous.
Police emergencies
Fire & Large accidents
Amulance & Medical
emergency
Oslo – emergency dentists:
112
110
113
+47 22673000
Shopping
Opening hours
Shops general opening hours Monday - Friday: 10 am – 5 pm, Saturday: 9 am – 3 pm, some
supermarkets are open: 7 am – 8 pm or even 11 pm. Shops are closed on Sundays and for Public
Holidays. Shopping centres opening hours are Monday - Friday 10 am - 8 pm, Saturday: 9 am - 6 pm.
Banks general opening hours Monday - Friday: 9am to 3 pm. Some are open to 5 pm on Thursdays
except during Summertime. The banks are closed om Saturday, Sundays and for Public Holidays.
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Post offices opening hours Monday - Friday: 9 am to 6 pm Saturday: 9 am to 3 pm. Not all post offices
have the same opening hours, and some close earlier. Post offices are closen on Sundays nd for Public
Holidays. Post offices in shops have the same opening hours as the shops.
VAT
There VAT base rate in Norway is 25%. For foodstuffs the rate is 11%.
Shopper’s rights
♦
From 1st July 2002 a buyer’s rights and obligations are governed by a new Act on consumer
purchases. The Act is applicable to all purchases you make of goods as a private person as from
1st July 2002, as long as the seller is a professional seller.
♦
A fundamental principle of the Act on Consumer Purchase is that the seller is not permitted to
give you inferior terms than provided by this act. If the seller has his own specific sales
conditions, they are only valid if they make you better off than the conditions of the Act.
What can you demand from the commodity?
♦
The Act on Consumer Purchase stipulates that the commodity shall be as you have agreed upon
with the seller. If you have informed the seller that the commodity is intended for some special
use, you may claim that the commodity is fit for the purpose. You are entitled to a commodity
with the qualities and durability the seller has informed you of upon the purchase, through
advertisements, on posters, packing etc.
♦
If you have not agreed upon anything special, the Act on Consumer Purchase stipulates that you
are entitled to a commodity which:
-
has the same properties and durability as goods of equivalent standard
has the same properties as a sample or model you have looked at
is of equivalent quality and standard as the seller has informed you of either directly or
through marketing
meets with public safety requirements
is properly packed
is free from charges
has an operating manual in an understandable language.
♦
If the commodity is not in accordance with what you have agreed upon, or what you may claim
according to the law, the commodity is defective. This means that you may claim that the seller
re-delivers, repairs, gives you a price reduction, cancels the purchase and/or gives you
compensation. (Below you will find more details on what you may claim).
♦
The act states that all defects that arise within the first six months shall be regarded as (factory)
flaws, if not the seller establishes other proof . That is, the seller has the burden of proof that the
defect is not caused by him. After the first six months as a main rule, you as buyer have the
burden of proof. Be aware that it is enough also in such cases that you point out to the seller that
the commodity is not in accordance with the agreement or the requirements of the law. The seller
then has a duty to look into the matter, i.e. a duty to examine the cause of the defect. If the seller
does not find the cause, or the cause is rooted in poor quality, it is a defect.
♦
Not all defects of a commodity are defects according to the Act on Consumer Purchase. Defects
having arisen because of wear and tear, or defects relating to unwarrantable or irregular usage
cannot be reckoned as flaws. If the seller finds that this has caused the defect, you yourself have
to pay for the repairs. NB! The seller may only charge you for the repairs or the examination if it
is agreed upon beforehand and you have caused the defect yourself.
♦
Please note that when you buy second-hand things, the seller often sells it “as is”, “as presented”,
“as demonstrated” or with similar reservations. The intention is here to restrict your rights. Even
if such a reservation has been made, it is a flaw if the commodity is in poorer condition than you
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could expect from what has been said, the price and age of the thing. It is also a flaw if the seller
has kept back information of importance, or the commodity lacks the qualities the seller has
promised.
What are you entitled to if the commodity suffers from a defect?
♦
If the commodity suffers from a defect, you can claim that the seller gives you a new equivalent
thing (re-delivery), or that the seller straightens/adjusts the defect. You have a right to choose
between a new commodity or repair of the defective one. The seller can only claim to repair the
commodity if it is impossible to procure a new one (e.g. that the commodity has gone out of
production), or if it will entail unreasonable costs to procure a new one. This means that you
cannot claim redelivery of commodities which are expensive and tend to fall much in value (e.g.
cars and motor cycles), whereas it will be just a matter of routine to claim redelivery of massproduced commodities which are at stock (such as mobile telephones, clothes etc.).
♦
Either the seller procure a new commodity or mends the defect, you may claim that this is done
without expenses for you, that is, you will get compensation for all expenses you have had in
connection with having the defect mended.
♦
If you choose that the seller shall repair, or the seller is entitled to repair, you can as a main rule
claim a substitute commodity in the meantime if it takes more than one week to have the defect
mended. Also note that according to the Act on Consumer Purchase the seller has only two
chances to correct the same defect. If he fails to do so, you can claim a price reduction or
cancellation of the purchase.
♦
The reduction in price shall be equivalent to the object’s reduced value. If the commodity is only
worth half as much with the defect, you can claim a 50% price reduction. If the defect is not
immaterial, you can instead of price reduction claim to have the purchase cancelled. In that case
you must return the commodity to the seller, while the seller must refund you the purchase
amount plus penalty interest from the time of complaint.
♦
If you have suffered a financial loss, you can in addition in some cases claim compensation from
the seller. Be aware that you have an obligation to reduce the loss, and that you cannot get
compensation for losses in business.
When do you have to complain – periods for entering complaints
♦
If you discover that there is something wrong with the commodity, you must notify the seller
within reasonable time. It will always be sufficient enough to complain within two months after
you discovered the defect, but in practice as quick a reaction as possible would serve both you
and the seller best.
♦
Besides having to complain within reasonable time, you must keep the deadlines. The main rule
says that the complaint must be lodged within two years at the latest from the date you took over
the commodity. The period allowed is, however, 5 years if the commodity is intended to last
considerably more than two years. This is relevant for instance capital goods like furniture, cars,
radio/TV-sets and builders’ supplies. Be aware that the seller may have allowed you longer timelimits than the act stipulates. We recommend you to acquire written documentation as to when
you complained and what was the problem, so that there will be no doubt that the complaint was
made in time.
♦
If you, as a foreign consumer, are feeling mistreated by a Norwegian professional, the European
Consumer Centres (ECC’s) will be pleased to help you to find an amicable settlement of the
dispute. You can find further information and a complete list of all ECCs under:
http://europa.eu.int/comm/consumers/redress/ecc_network/index_en.htm
♦
There are no specific sales periods in Norway
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♦
The legal guarantee still applies to items purchased at a reduced price.
Tax-free shopping
♦
If you are a citizen from a country outside Norway, Sweden, Denmark and Finland you can claim
a VAT refund on your purchase. There are approximately 3,000 Norwegian shops that offer this
service. Look for the tax-free shopping sign whenever you shop for NOK 310 or more.
Taxi
♦
You can find them at taxi ranks (indicated by a square sign, saying “Taxi” in white on blue
background), or hail one of them in the street (provided that it is free: the sign “Taxi” on the roof
is then fully lit). The fares are regulated in Norway according to the time (day or night tariff) and
distance. All taxis in Norway accept the most common credit cards such as VISA, American
Express, Diners Club, Eurocard and MasterCard. You should inform the driver at the start of the
trip that payment will be done with a credit card.
Postal services, telephone and internet
Postal services
♦
Mail boxes: in Norway, mail boxes are yellow and red and can be found along the street and in
every Post Office and main train station. Mail collection times are displayed on the boxes.
♦
Stamps: You can buy stamps at any Post Office and at some kiosks and tourist shops. Postage
costs vary according to the weight of your mail and its destination.
♦
Delivery times: For A-post delivery times are 1-2 days in Norway, and 2-4 days in Europe. Bpost will have a longer delivery time.
Telephone
♦
The international phone number of Norway is 0047
♦
Norway is well covered by the various Norwegian mobile phone operators. Find out from your
operator which Norwegian network to choose, in order to use your mobile phone in Norway at a
lower cost.
♦
Phone boxes accept coins.
Internet
♦
Internet Cafes can be found in most cities throughout Norway. Rates may vary, but you will be
charged according to the amount of time spent using the computer. To find an Internet Cafe ask
at the local tourist office.
If you loose:
♦
If you loose your credit card or bank card, contact your bank or the credit card company to cancel
your card.
♦
Animals found in Norway are taken care of by Falken or the police before being sent to
Foreningen for omplassering av dyr (FOO). If you loose your pet, contact the local police.
♦
We recommend that you contact your embassy and the police if you should loose your ID papers
whilst in Norway.
♦
If you find your car has been removed you should contact the police.
♦
For other lost items, we advise you also to contact the police as they have a lost and found section
there.
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Accommodation
Hotel booking
♦
Norwegian hotels can be classified by an independent Body in Norway who rate the hotel in stars
from 1-5.
♦
♦
♦
When booking a hotel room in advance, you should receive a booking confirmation from the
hotel. It is common in Norway that the hotels request a credit card number to reserve the room.
They may also "freeze" an amount. You should be informed beforehand what amount will be
frozen on your card.
Cancellation
♦
You have no right to cancel your hotel booking. However, most hotels allow their guests to
cancel their booking. A fee may be charged depending how close to the booking the cancellation
is received. We suggest that you check the hotel's cancellation terms prior to booking your room.
♦
Check-in and check-out
♦
The hotel will inform you of their check-in and check-out times.
♦
♦
offered you the service.
♦
If you booked through a travel agency, the responsibility of the agent entitles you to
compensation, or to stay in a new place which corresponds to the type that you have booked.
♦
In case of theft, make a report to the management of the hotel, and ask for a certificate
until you get back to your home country to do this! You can then lodge a claim to your travel
insurance company.
Camping
Campsites
♦
Norway has more than 1,000 camp sites classified with 1 - 5 stars depending on their standard
and facilities.
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Look for this sign at reception. This sign symbolizes that the site has been
classified and approved.
♦
Many camp sites have small cabins that can be booked in advance. Standards vary from small
and simple to larger, well-equipped ones with a common room, separate bedrooms, kitchen,
shower and toilet. Bedding is usually available for a small fee, and guests can either clean up
before they leave or pay an extra fee to have the staff do it.
♦
For more information on camping we suggest the Norwegian Camping Guide
http://www.camping.no/index_eng.html
Camping in the wild
♦
If you plan to sleep in a tent, caravan or mobile home you may do so anywhere in the
countryside, forests or mountains, except in cultivated fields and lay-bys. You can stay for up to
48 hours (in the high mountains you can stay for as long as you wish), as long as your tent,
caravan or mobile home is no closer than 150 m to the nearest house or cabin.
♦
Fires must not be lit in woods or open ground between 15 April and 15 September. This includes
the use of cooking equipment that uses petroleum (primus stoves etc.). However, fires may be lit
on areas of bare rock.
♦
You may not empty toilets or dispose of any other form of waste out in the countryside. Rest
areas as well as places for emptying toilets are signposted.
Other accommodation
♦
If you are interested in alternative accommodation i.e. mountain huts, fisherman's shacks,
lighthouse, contact the tourist information offices.
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Travelling by train
Transport by train is provided by a single company, NSB.
Purchasing tickets
♦
Tickets can be bought nsb.no, via NSB's customer service/reservation line, by phoning 815 00
888, through one of NSB's agents in your own country, at one of the railway stations in your
country or at one of the Norwegian stations and our ticket vending machines. When none of these
solutions is possible you must buy your ticket on the train.
♦
If you do not have a valid ticket when entering the train, you will have to pay a surcharge in
addition to the price of the ticket. For local trains on the Lillestrøm - Oslo S Drammen/Spikkestad and Oslo S - Ski routes, on-board ticket sales are limited to direct travel
within the local train routes.
Seat reservation
♦
You should reserve your seat on the train, where possible, to be certain of getting a seat. On some
departures it is compulsory. Seat reservations can be made up to three months before travel. If
your tickets are reserved in Norway and you are to pick theres up at the station, please remember
to pick up your tickets at the latest on the last working day (Mon - Fri) before travel (earlier in
connection with Christmas, Easter and academic winter holidays).
Validity
♦
The train journey must be completed within the validity of the ticket, no later than three months
from the purchase date. When you also purchase a seat reservation, you will receive an additional
document informing you exactly which departure you are travelling on and where you are seated
on the train. Most NSB tickets are not made out to a specific person and can be given to others,
although once the journey has begun the same person must complete it.
Refund
Different refund conditions apply to the various ticket types.
Ordinary
100 percent of the ticket price will be refunded up to and on the day of the journey.
An administration fee of 40 Norwegian kroner will be charged.
No refund will be given after the day of the journey.
Ordinary NSB Komfort
100 percent of the ticket price will be refunded up to and on the day of the journey.
An administration fee of 40 Norwegian kroner will be charged.
No refund will be given after the day of the journey.
Minipris
All Minipris tickets cannot be exchanged or refunded.
Minipris NSB Komfort
All Minipris NSB Komfort tickets cannot be exchanged or refunded.
Exchanging tickets
♦
With the exception of Minipris and Minipris NSB Komfort, which cannot be exchanged or
refunded, all tickets can be changed free of charge.
♦
Tickets purchased on a train station in Norway may be changed at any station. You can also make
changes by calling NSB’s Customer Service Centre on 815 00 888. Dial 4 for an Englishspeaking operator.
♦
For tickets purchased outside Norway other rules may apply. Please check with the place where
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you purchased the tickets.
Luggage
♦
Each passenger is permitted hand luggage weighing up to 30 kg, which he/she carries on board
him/herself and subsequently puts in an appropriate place. The same applies for skis, children’s
pushchairs and similar items of luggage. Bicycles, children’s pulks, bicycle trailers and similar
may be taken on board trains in compliance with more specific conditions.
♦
Passengers must look after their luggage themselves during the journey.
♦
Pets may travel on board the train at allocated places.
♦
Inflammable and explosive substances, motorbikes and motor-driven equipment, weapons or
other items considered a nuisance by other passengers, or which could present a safety risk, may
not be carried on board the train. The NSB on-board personnel may confiscate such items for the
duration of the journey if deemed necessary for safety reasons.
♦
If you lose your luggage, address a complaint to the lost and found desk at the arrival station, or
at the final destination of the train.
Delays
♦
The term "delay" means in this context a late arrival at the destination station in accordance with
NSB’s timetable. A substantial delay for an NSB train is today defined as 60 minutes for all
trains between Oslo-Trondheim, Oslo-Bergen, Oslo-Kristiansand/Stavanger and TrondheimBodø or for all other NSB trains more than 30 minutes.
♦
In the event of a substantial delay, a passenger may demand compensation of direct, estimated
and documented expenses as a result of the delay. However, NSB’s liability is limited to 2/10 of
the Norwegian National Insurance's base amount.
♦
Compensation may, however, not be claimed if the passenger, in spite of the delay, has enough
time to make the departure of further transport. The passenger is obliged to limit any potential
losses by leaving reasonable time from arrival at the destination station to the corresponding
means of transport.
♦
Compensation may not be claimed if the delay or train cancellation is due to forces beyond
NSB’s control, such as extreme weather conditions or force majeure, unforeseen road problems,
regulations and restrictions from the authorities, strikes and lockouts etc.
♦
The passenger shall obtain a written agreement, or recompense of expenses, from NSB’s person
in advance, if possible.
Non-smoking
All NSB trains are non-smoking.
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Holiday rentals
Holiday rental
♦
You can rent a holiday home for shorter or longer periods of time.
♦
Such accommodation is arranged through professional firms, by ads in local newspapers or
through the local tourist office.
♦
Norwegian house rental law does not apply to holiday rentals, therefore the contract is extremely
important to secure your rights.
♦
The rental agreement should include the following elements:
-
The equipment
The identity of the landlord and the tenant
Dates and hours of arrival and departure
The price of the rent and a breakdown of the rental expenses
The amount of the sum paid in advance
We recommend a written rental agreement also when the contract is between two private persons.
Depositum
♦ You may be asked to pay a depositum when booking a holiday rental. Our advice is to avoid
paying a large percentage of the rental price in advance. Any paid deposit, should be returned at
the end of the rental period if the property has no damages.
Inspection and inventory of the place you have rented
♦
head, etc.). Also, an inventory of the fixtures must be made. It is important to note both what is
missing, and any defects that are visible on the different items of furniture, etc. Afterwards,
whenever you notice a problem in the property, contact the landlord or the agency immediately;
otherwise they may hold you responsible for the damage and keep part of the security deposit.
do?
♦
If rented accommodation does not correspond to the description, you need to indicate all the
differences, (e.g. with the furniture, number of rooms, etc.) to the landlord. You should consider
withholding the rent until you have settled this problem with the landlord or his representative.
Do not forget to take pictures for proof in case of a dispute.
TOURISM IN POLAND
TOURISM IN POLAND
♦
EU nationals coming to Poland for a short tourist stay (less than 3 months) do not need visa to
enter Poland. As the Schengen Agreement haven’t yet come in force in Poland the valid passport
or different document confirming the tourist identity is needed while trespassing the polish
border.
Non EU Foreigners
♦
Non-EU Foreigners need to check on the Polish Ministry of Foreign Affairs website
(www.uric.gov.pl ) what are the particular conditions for them to enter Poland. It is due to fact
that Polish government has different agreements with other countries (ex. Ukraine citizens are not
charged for polish visa but the Belarus citizens have to pay for it).
♦
Children can cross the border with valid passport or other document confirming their identity. On
the polish border with Czech Republic children can cross in organized groups with valid school
identification card.
♦
Tourist coming to Poland by car must have valid passport or identity card, valid driving license,
car registration card and insurance.
Customs Allowances
Foreigners can bring to Poland free from customs in their luggage items of personal use (not for sale).
Tourists who are more than 17 years old can bring:
Tobacco:
-
200 cigarettes or
100 cigars (below the weight of 3 g each)
50 cigars or
250 g of tobacco for smoking pipes
or equivalent quantity of all those products in the set.
Alcohol products:
-
spirit based drinks vol. 22% or pure spirit 80% – 1 liter or
distilled drinks, aperitifs, sparkling wines, liquors – 2 liters
non sparkling wines – 2 liters
beer – 5 liters
Traveling with pets
Animals which come to Poland with their owners:
♦
♦
♦
have to be vaccinated against rabies (confirmed by the authorized veterinarian)
have tattoo or microchip (and the owner is responsible for the possibility of reading the
information encoded on the chip)
have the European Passport where all the vaccinations and the animal identification data are
noted.
TOURISM IN POLAND
Emergency line – 112 (from mobile phone)
Police – 997 (not for mobile phones)
Fire Brigade – 998 (not for mobile phones)
Ambulance – 999 (not for mobile phones)
In case of loosing the ID documents or car registration card please contact the nearest police office.
Shopping
Shops’ general opening hours are:
Monday – Friday: 11:00- 19:00
Saturday: 07:00- 13:00
Big malls: Monday – Sunday 10.00 – 22.00
In cities, a lot of shops have weekend hours.
Grocery shops’ general opening hours are:
Banks’ general opening hours are:
Post offices’ general opening hours are:
Monday – Saturday: 08:00- 20:00
Sunday: only chosen offices
VAT rates
The VAT law provides two levels of taxation: the basic rate of 22% and the lower rate of 7%.
The categories of goods and services to which the various rates apply are subject to change, so it is
therefore necessary to consult the current regulations in order to determine any particular commodity’s
VAT liability.
As a special exception a 22% tax rate is charged on the Internet.
A 7% tax rate is charged on the most goods e.g. groceries, toys, books, newspaper and magazines.
The market price always includes the VAT tax.
Consumer rights
Directive 1999/44/EC on sale of consumer goods and associated guarantees has been implemented by
Poland.
As results of this legislation, consumers have a right to repair, change or return the product within two
years from the purchase. Within the first six months any lack of conformity shall be presumed to have
existed at the time of delivery, unless proved otherwise. Within this period the consumer is entitled to
have the goods brought back into conformity. The consumer is entitled to ask for the goods to be
repaired or replaced free of charge. After six months from the purchase it is then up to the consumer to
prove that the lack of conformity existed at the time of delivery.
Voluntary guarantees given by a producer do not restrict the statutory rights of consumer.
Pricing
The Poland currency is the PLN (Polish złoty). One PLN equals 100 groszy. Notes come in
denominations of 10, 20, 50, 100, 200 PLN and there are 1, 2, 5, 10, 20 and 50 groszy coins in
circulation.
Prices must be displayed clearly with name of the product and weight/quantity.
VAT must be included in the price.
The seller must issue a receipt on consumer’s request.
TOURISM IN POLAND
The seller shall, at the buyer’s request, issue a written confirmation of the conclusion of the agreement,
including the seller’s mark bearing, his address, date of sale and specification of the consumer good
together with its amount and price.
Exchanging products
The sellers have no obligation to exchange product if it is not faulty. However some shops (clothing
companies and networks) give customers the right to return or change the bought item. Customer
should ask before the purchase.
Taxi
Taxi must have a sign with the word “Taxi” on the roof. Every taxi driver is obliged to place ID tag
with a photograph stating driver’s data and side number in a place visible to the passenger. Customer
may always request a receipt for the service.
Taxis are the most expensive in Warsaw. In other cities prices are lower.
It is better to call for radio taxi. Tourist can ask for the phone numbers on the stations or at the airport.
At the Warsaw airport taxi drivers are waiting for tourists and are offering their services. It is not
recommended as they can have higher prices.
Taxi Pricelist (Warsaw):
1 km day tariff PLN 1,70 – 3
1 km night tariff PLN 1,95 – 4,50
Second zone: 1 km fee x 2
First km fee: PLN 5 – 6
One hour wait: PLN 24 – 30
Postal services, phone and Internet
Phone
The international Poland phone code is 00 48
The public phone is available but not everywhere. The phone cards are needed to use it. It can be
bought in press stands, post offices, gas stations and some shops. All Polish territory is well covered
by the mobile networks. There is a wide choice of prepaid mobile phone cards available in press shops
and gas stations.
The Post
Mailboxes are red. They can be found on the post office, stations, airport and tourist most interesting
points. Stamps can be bought only on the post office. The prices can be checked out on the website
http://www.pocztapolska.pl/cennik.htm.
Internet
There are many internet cafes in the cities. The Internet access points are also in the public libraries. In
many restaurants, cafes and bars are hotspots with wireless connections.
TOURISM IN POLAND
Accommodation
♦
There are a lot of different types of accommodation in Poland. There are plenty of camp sites in
almost every town throughout Poland and most have basic facilities. Some of the nice sites will
have a BBQ area, toilets, camp fire and a shop. It is normally acceptable for you to take your dog
as long as it is friendly. The most worthwhile way of experiencing the country is to stay in a
family run guest home or to rent self-catering accommodation (ranging from a room to gorgeous
seaside villas).
Consumer redress in tourist sector
♦
In case of some mistreatment or misunderstanding with the professional offering tourist services
there are two possibilities of getting help:
European Consumer Centre in Poland
Pl. Powstańców Warszawy 1
Tel.: 0048 22 55 60 118
Fax.: 0048 22 55 60 359
E-mail: [email protected]
www.konsument.gov.pl
♦
Tourist Department in the Marshall Office – tourist has to choose the office in the region in
which the travel agency operates. The list of offices is available on the website
http://www2.mswia.gov.pl/portal.php?serwis=pl&dzial=120&id=325.
Climate tax
♦
Climate tax is a special fee which tourists have to pay while staying in the countryside in Poland.
Every community has its own fee. Usually the hotels or lodging houses include this tax to their
prices and give it back to the community. The average climate tax is about 1,70 PLN for the adult
person per day.
TOURISM IN POLAND
Travelling by train
♦
Train service in Poland is delivered generally by one company – PKP – but it has various
departments. There is a dense network of railways and tourist can get by train in every, even
more distant place of the country. There are various types of trains and it depends from the type
how much the ticket costs and how fast we can get where we want to.
Passenger’s rights due to delays of international trains
♦
-
In case of arrival of international train:
daily – with delay more than 60 minutes,
night – with delay more than 120 minutes,
to the station, where passenger gets off, with an international ticket, carrier is responsible for
the delay.
♦
Traveler receives a form with application for return of the cost for the reason of delay. Members
of deck crew or conductor’s team, conductor of sleeping car or couchette, or selling point of
international tickets (only in the day of arrival of the delay train) have to confirm the delay.
♦
After positive answer for the application traveller will receive 20% of the fare for the one-way
international ticket (in the form of voucher for realization in definite deadline), if:
the fare for the one-way ticket (including reservation and any other fares) amounts to at least 50
EUR,
the beginning and the end of journey take place in the country of European Union (EU), in
Norway or in Swiss.
Instead of above mentioned solution, traveller also can:
not to continue the journey and ask the return of the costs for the part of the travel, which has not
been held,
resign from continuation of the journey, return to the station of departure with the first available
train belonging to one of the carriers participating in transportation (include trains with upper
category) and ask for return of the costs of all travel, or
continue the journey by the train belonging to one of the carriers participating in transportation
(include trains with upper category) in order to come to the destination with the smallest delay.
In every case traveller receives appropriate documents.
However, if the journey can not be continued in the same day because of cancellation, delay of
the international train or losing connection in international destination, traveller is entitled to
return of all costs related with notifying waiting person, costs of accommodation and taxi fares in
the amount not higher than 40 EUR. Return is possible after sending original ticket and the bills
certificating expenses to the address, which is placed at the end of this information. Above
compensations do not applies in the “pass” offers such as InterRail, Eurail, etc. and when the
delay is caused by the reasons independent of carrier:
- external circumstances relatively to the railway operation, which the carrier could not avoid
and which effects could not prevent,
- passenger’s fault,
- behaviour of third person, which the carrier could not avoid and which effects could not be
omitted,
- announced in advance trucking restrictions caused by building or carrying infrastructure
- works,
- announced in advance strike or unforeseen strike.
♦
♦
♦
♦
♦
♦
♦
♦
Complaints should be sent to this address:
“PKP Intercity” Company Ltd.,
Sales Department (Biuro Sprzedaży)
02-021 Warsaw (POLAND)
Grójecka 17
TOURISM IN POLAND
Tel.: +48 (022) 474 45 54
Fax: +48 (022) 474 45 03
e-mail: [email protected]
Legal base:
1) General conditions concerning International Carriage of Passengers by Rail
(GCT-CIV).
2) Agreement concerning relations between carriers in the Contract of International Carriage of
Passengers by Rail (AIV).
3) Passenger Charter CER/UIC/CIT regarding railroad passenger communication from the date of 22
October 2002.
ATTENTION:
In case you couldn’t reach an agreement with the carrier please contact:
Customer Rights Advocate (internal body of the company PKP)
Phone: 022 47-49-179,
fax:
022 47-49-161
e-mail: [email protected]
ul. Szczęśliwicka 62
00-973 Warsaw (Poland)
TOURISM IN POLAND
Holiday rentals
Rental of holiday houses and apartments is not very popular in Poland. Tourists can find some offer in
travel agencies or international companies specialized in holiday rental which are also operating in
Poland. Once the holiday residence is found the agreement and payment are to be concluded with
travel agency. Tourist should carefully read the contract and look for some unfair terms. The
agreement regulates whether the cleaning or any other services are included. Usually there is a
requirement to leave the residence in the unchanged state.
TOURISM IN POLAND
Health care
European Health Insurance Card
♦
Anyone who is insured by or covered by a statutory social security system in any Member State
of European Union is entitled to a European Health Insurance Card. Since the European Health
Insurance Card covers the European Health Insurance Cardholder only, each member of the
insured person’s family needs to have their own card.
♦
Owner of European Health Insurance card during a temporary stay in Poland are entitled to
receive free health care services from health care providers who have concluded contracts for
health services with the National Health Fund (NFZ). Facilities of these health care providers are
marked with the logo of the NFZ:
How to get a basic treatment?
♦
Go to a doctor who has a contract with the NFZ and show your European Health Insurance Card
(EHIC). Primary health care comprises examination and consultation by a general practitioner. A
doctor may also refer you to diagnostic tests, to a specialist or to a hospital.
♦
Dispensaries are open from Monday to Friday, from 8 a.m. to 6 p.m. After 6 p.m. on workdays,
as well as on Saturdays, Sundays and on holidays 24-hour-care is provided by health units which
have concluded contracts for this kind of services. They comprise out-patient care and home
visits in case a patient's condition is serious. Addresses and telephone numbers of health units
providing 24-hour-care are available in health care dispensaries.
How do you get treatment by a specialist?
♦
You need a referral of a doctor who practices within the health care system. No referral is
required to following specialists:
-
obstetrician,
dentist,
dermatologist,
venereologist,
oncologist,
eye specialist,
psychiatrist,
and for following persons:
suffering from tuberculosis,
infected with HIV,
war invalids and persecuted persons,
addicted to alcohol, stupefacient and psychoactive substances - in case of addiction treatment.
Also in case of a sudden illness, accident, injury, intoxication or life threat a you will receive
necessary medical benefits without a referral.
Go to a doctor who has a contract with the NFZ and show your European Health Insurance Card
(EHIC).
How do you get treatment by a dentist?
TOURISM IN POLAND
♦
Go to a dentist who has a contract with the NFZ and show your European Health Insurance Card
(EHIC). Free dental services are available only in the restricted scope set out in the Regulation of
the Minister of Health of 24 November 2004 (Official Journal 04.261.2601). A list of free
services and materials is available in the dentist surgery. You will have to cover costs of over
standard services and materials on your own.
How do you get hospital treatment?
♦
You need a doctor's referral. In case of a sudden illness, accident, injury, intoxication or life
threat you will receive necessary medical benefits without a referral.
Go to a hospital which has a contract with the NFZ and show your European Health Insurance
Card (EHIC). During stay in a hospital operations, diagnostic tests and medicines are provided
free of charge.
How do you get transportation to a hospital?
♦
In case of an accident, injury, childbirth, sudden illness or sudden deterioration of the state of
health call an ambulance (dialing 999 or 112) or go directly to a hospital, in particular to an
accident and emergency department (SOR). Ambulance transport in such cases is free of charge.
Show your European Health Insurance Card (EHIC).
How do you get medicines?
♦
A prescription can be issued by a doctor who practises within the health care system or a doctor
who does not practise within this system, but has concluded a contract with the Fund authorizing
him to issue prescriptions.
Show your prescription and your European Health Insurance Card (EHIC) in a pharmacy.
Prescribed medicines can be purchased:
-
for a lump-sum price (in case of basic medicines - 3,20 PLN and in case of magistral
preparations - 5 PLN);
-
for 30 or 50% of the price of a medicine (in case of supplementary medicines);
-
for a full price - in case of medicines which are not included in the reimbursed drugs list.
Pharmacies
♦
There is a lot of pharmacies everywhere. They are open from 8.00 to 20.00 and on Saturdays
from 8.00 – 14.00. On Sundays and at night there are some pharmacies on duty. On every
pharmacy one can find the information with the address and phone of the pharmacy on duty.
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TOURISM IN PORTUGAL
Accommodation
Tourism tax
♦
During their stay in Portugal, visitors don’t have too pay any extra tax, commission or duty (the
price must include VAT).
Hotel booking
♦
According to local law, accommodation in Portugal is divided into the following categories:
hotel, private guest house, motel, pousada, aparthotel, quality inn, tourist apartment, tourist
village, rural hotel and boarding house, and each category has its own criteria regarding stars,
standards and facilities on offer.
♦
Portuguese hotels are approved and checked by official authorities. The Hotels in Portugal are
classified by stars from 1 to 5, depending on his category: – 5-luxury 5; 4-comfortable; 3 – midrange; 2 – inexpensive; 1 – basic. All must display their rates (VAT included) outside the hotel
and in each room.
♦
Aparthotels and tourist apartments are classified likewise, with the exception of the category 1
star that is non-existent. The tourist resorts are classified from 3 to 5 stars, in accordance to the
Portuguese law. On his side, motels present 2 or 3 stars.
♦
More modest accommodation can be found in boarding houses, known in Portuguese as pensões
or residenciais. Also included in this category are albergarias, and estalagens (quality inns),
usually found in cities and towns.
♦
♦
Before leaving home
♦
When you book a stay in a hotel (“fazer reserva”), the hotelkeeper is entitled to ask you for the
payment of a deposit, called in Portuguese either “caução” or “garantia”. The “caução” ou
“garantia” can be given in cash or trough the credit card number, and assures that the consumer
will fulfil the contract with the Hotel. A guest who needs to cancel his reservation may not be
able to get the deposit back. The amount of the deposit is not regulated by law, and can be
established by the hotel.
♦
When booking a stay in a hotel, you should ask for a document confirming the reservation and
payment of the deposit. You should show this document when checking-in, the day of your
arrival.
♦
The Portuguese law about hotels doesn’t regulate cancellation terms, so each hotel is free to
establish its own conditions. Please ask for a written explanation of the cancellation conditions,
before you book your stay, namely for the delays you have to respect, the value and penalties you
have to support. However, if you really have to cancel your stay, the hotel must be informed at
the latest 24 hours prior to the date of arrival. Otherwise the hotel will be entitled to charge you
for an overnight stay.
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♦
If the hotel reservation is a part of an organised trip, sold by a Portuguese Travel agency, this one
is obliged to give you a document with the following information: The type and classification, the
place, amenities and equipment, number and planning of meals.
♦
The client can give up his position and give it to another person fulfilling all the conditions
required for the organised trip, as long as he informs the travel agency, by writing, till 7 days
before the arrival. In the case of a cruise or an air trip, the delay goes up to 15 days.
♦
The client can resolve the contract at any time, and the agent must reimburse him of the amount
already paid, deducing the charges from the beginning of the contract till its resolution, and a
percentage of the price of the service not superior to 15%.
Services of check-in and reception
♦
The reception must give the guests, during their stay in the hotel, at least the following services:
-
Register the entry and leaving of each guest;
-
Receive, keep and deliver the guests their correspondence, and other items
-
Keep notice and acknowledge the guests, as soon as possible, of the phone calls and messages
received in their absence.
♦
Take care of the luggage;
♦
Keep the keys of the rooms;
♦
Give the Complaints Book, when asked for;
♦
Keep the values
♦
They must deliver the guest, when checking in, a card, in Portuguese and English, with the
following information:
-
-
Name and classification of the establishment;
Guest’s name
Identification of the hotel
Daily price of the room
Arrival date
Leaving date
Number of people in the room
♦
In the rooms, there must be information in Portuguese and English, about the price, services,
equipment and hotel facilities included, as well as the existence of a Complaints Book and the
reference, if that is the case, that it is not responsible for the Money and other values kept in the
room.
♦
with the hotel. According to the Portuguese Law, the guest must leave the room till 12a.m. unless
agreed otherwise with the hotel.
♦
Meals: Time for breakfast and other meals must be at least of two hours. In the dinning-room
there must be a menu (if they have a service à la carte) and a wine menu, in Portuguese and at
least in English.
♦
♦
offered you the service. Every person selling goods or services on the Internet is responsible to
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the consumer for the proper execution of the obligations resulting from the contract - even when
those obligations are carried out by another person.
♦
An Internet site cannot exclude its liability by alleging that it only publishes descriptions supplied
by someone else. The only defences are that the problem is the fault of the consumer, or a case
of “force majeure”.
♦
If you booked through a travel agency, the responsibility of the agent is defined by the law –
Decree-Law nr 12/99, of the 11th of January. This entitles you to compensation, or to stay in a
new place which corresponds to the type that you have booked. However, have in mind that this
responsibility is different, in the case of an organized trip or the mere reservation of services in
tourist enterprises.
♦
Hotelkeepers will not be responsible for thefts and damage to the possessions of their customers,
whether inside or in the car parks of the establishment if this information is given to customers.
The Hotelkeeper will be responsible only for the possession delivered to the guarding service
♦
Tips: In case of theft, make a report to the management of the hotel, and ask for a certificate
Camping
Campsites
♦
In Portugal Campsites are divided in 4 categories, from 4 (maximum) to 1 star or merely rural, in
which case they may be located on a farm. There must be an identification plaque near de
entrance, showing the category. Campsites can be public or private. They are considered public,
if they are open to all paying campers, or private if access is restricted to members or
beneficiaries of the camp-site operator. Private sites are marked with the letter "P" and it is
always advisable to confirm whether you will be allowed in.
♦
The parks must be closed for security and tranquillity reasons (a service of permanent
surveillance must exist). However, they must have an easy access to the street and there must
exist internal circulation allowing the circulation of vehicles. In the parks admitting caravans and
autocaravans there must exist special installations, including water supply.
♦
The campsite prices are not free. The internal rules of the campsite must be displayed at the
entrance to the site and in the reception area.
♦
To spend the night at a camp site, campers will need to show their passport or identity card and
sometimes, if required, a camper’s card issued by a national organisation or a carnet camping
from the F.I.C.C. (Fédération Internationale de Camping et Caravanning).
Camping in the wild
♦
Make sure that camping isn’t forbidden (e.g. in areas with a risk of fire) and that you have the
agreement of the owner. Otherwise you can be fined! Generally, camping in wild places is
forbidden on beaches, at the edge of roads or in nature protection and conservation areas.
♦
Only items locked into a hermetically closed container, or left under surveillance, can be
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Travelling by plane
♦
decide to travel by plane to Portugal.
Before departure
-
reserved, and for which you have already paid? Inform the airline company or the travel
agency as soon as possible. If you make your request sufficiently early, you may even be able
to avoid cancellation costs.
-
If you only wish to postpone your journey and use your ticket later, you may be able to do so
as long as it is still valid; but you may have to pay an administration fee to change your
booking.
♦
If you definitely have to cancel your flight, in order to be reimbursed you usually have to return
the unused ticket at the latest 30 days after its expiry date. For special priced tickets, or flights
subject to special conditions, the rules may be different. Ask your travel agency or the airline
about this point.
♦
(illness, notably).
♦
different airlines.
♦
terms and conditions.
♦
♦
agency excluded this possibility in its general terms and conditions, or if the date of departure is
too close.
♦
♦
Damages
♦
passengers is though, limited to 4150 special drawing rights (SDR), about 4900 € (1SDR = 1,18
€).
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♦
♦
♦
♦
be compensated.
-
-
♦
delay is of:
-
-
-
♦
hotel.
♦
♦
you towards your final destination in
♦
comparable conditions of transport, and as soon as possible, or at a later date - according to your
convenience.
♦
-
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-
-
♦
♦
flight:
♦
-
-
-
force majeure.
♦
You reserved a plane ticket but when arriving at the check in desk, they told you there were no
more seats available on the plane? You have the right receive the assistance, refund or re-routing,
compensation (as listed above).
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TOURISM IN SLOVAKIA
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The citizens of the countries of the European union, Iceland, Lichtenstein, Norway and
Switzerland are referred to only as EU citizens
♦
The EU citizens can travel to the Slovak Republic with a passport or ID card, which is valid for
the entire duration of their stay, which is without impaired complexity and not damaged in such
way that the therein done entries would be illegible. The EU citizens do not need visa to enter the
Slovak Republic.
♦
The EU citizens are obliged to report to the Alien and Border Police start, venue and presumed
duration of stay within ten working days following the entry. In case of accommodation at the
hotel or similar accommodation facility the accommodation provider fulfils the obligation to
report the stay of the EU citizen to the Alien and Border Police within five days following the
accommodation of the EU citizen.
♦
If the EU citizen intends to stay in Slovak Republic for a period exceeding three month, he/she
will be entitled (but not obliged) to apply to the Alien and Border Police for a residence permit.
The application shall be filed with the Alien and Border Police on the territory of the Slovak
Republic. The purpose of the registration of the residence permit of the EU citizens is
employment or preconditions of employment, business activities, studies or financial ability to
stay in the Slovak Republic. Two last ones are conditioned by having health insurance on the
territory of the Slovak Republic.
♦
As the Slovak Republic upon its accession to the European Union on the 1st of May, 2004 did not
become a party of Schengen agreement, valid Schengen visas can therefore not be used as visas
for entering the territory of the Slovak Republic. Likewise, Slovak visas do not entitle the nonEU foreigners to enter the territories of other EU Member States.
♦
All non-EU foreigners must have valid Slovak visas corresponding to the purpose and length of
their stay in the territory of the Slovak Republic. Information concerning the obligation to have
Slovak visas when travelling to the Slovak Republic are available at the Embassy of the Slovak
Republic in the appropriate country.
Customs Allowances
♦
make any customs declaration when arriving in Slovakia. No additional duty or tax will be
charged on goods bought with duty and tax paid (e.g. in shops, supermarkets etc.) in another EU
country, provided the goods are for your personal use.
♦
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Tobacco: You can import 800 cigarettes, 400 short cigars of a weight less than 3 gram each, 200
regular cigars or one kilogram of smoking tobacco.
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Beer: 110 litres
Shopping
Opening hours
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General opening hours of small shops are: Monday - Friday: 9 am – 6 pm, Saturday: 9 am – 1
pm. Larger shops (e. g. Supermarkets or hypermarkets are opened dayly 6.30 am – 10 pm or even
nonstop. Smaller shops on the village may be closed from 12 am to 2pm.
♦
Banks’ general opening hours Monday - Friday: 9am to 5pm, banks which are situated in the
shopping centres are opened 9am to 9pm every day.
♦
Post offices’ opening hours Monday - Friday: 7am to 5pm (in larger cities even longer up to
7pm), Saturday: 7:30 am to 12 pm (in larger cities up to 2pm). Not all post offices are open on
Saturdays
VAT
There is only one rate of VAT in Slovakia. On all products and services the rate is 19%.
Shopper’s rights
♦
Consumers have a right to a minimum guarantee of 2 years on new products. Within first six
months any lack of conformity shall be presumed to have existed at the time of delivery, unless
proved otherwise. Within this period the consumer is entitled to have the goods brought back into
conformity with the contract free of charge.
♦
The defective product is necessary to claim with the seller where the product was bought. The
consumers have to prove the purchase by the receipt which has to be given to them at the time of
purchase. In some cases the warranty deed may be issued at the time of purchase. The seller shall
be obliged to issue the consumer a document on the claim and the way of handling thereof, even
if the claim is not granted on the spot and to the full extent.
♦
Within 30 days the seller is obliged to judge the product´s defect, to accept or reject the claim and
to execute the accepted claim. If he does not do so, if he does not inform the consumer about the
solution of the claim, the defect is considered as irremovable and the consumer is entitled to
receive a new product or to withdraw from the contract and to get money back.
♦
If the claim is accpeted the consumer is entitled to ask the goods to be repaired free of charge.
The seller can replace the defective good with the new one instead of repair.
♦
If the repair is not possible and the defect makes the good unusable the consumer is entitled to
receive a new product or to withdraw from the contract and to get money back. The same rights
has the consumer in case that despite the defect is removable but he is not able to use the good
because of repeated occurance of the same defect or because of more defects occured.
♦
In case of other irremovable defects (which do not make the good unusable) the consumer is
entitled to the adequate price discount.
♦
The claim is considered ill founded if the defect is caused by incompetent handling or by
mechanical wear.
♦
The consumer is entitled to be reimbursed the necessary expenditures set off by the claim.
♦
In distance selling or doorstep selling the consumer is entitled to withdraw from the contract
within the cooling off period of 7 working days from receiving the good.
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Voluntary guarantees given by the producer do not restrict the statutory rights of consumers. The
consumers should ask to have them confirmed in writing.
♦
The law does not restrict the dates of sale and it depends on the decision of the seller if he decides
to organize a sale, when it should start and how long will it take.
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There are two periods of sale, summer sale and winter sale. Usually summer sale beginns during
the first week of July and lasts until the end of August. Witer sale starts from the last week of
December and takes until the end of January.
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The garantee relating to goods sold during the sale period can not be restriced. The only
exception relates to goods that are defected but the defect does not cause uselessness of the good,
e. g. aesthetic fault.
♦
general indication is enough if the discount or the new price is the same for all the goods, for
Taxi
♦
♦
♦
You can find them on the stations, in front of the hotels, bars, in the street, etc.
The prices are not regulated by law and differ according to the city and location of the taxi rank.
There is rather a big difference in the price per km when taking the taxi standing at the taxi rank
(approximately 25 Slovak crowns pre km) and taking the taxi called per telephone
(approximately 13 Slovak crowns per km). The consumer has to pay a standing fee at the
beginning of the journey and also waiting fee in case the taxi has to wait for him/her
(approximately 5 Slovak crowns per minute).
Postal services telephone and fax
Telephone and FAX
♦
The international phone number of Slovakia is 00421.
♦
Most telephone booths now take phone cards (“telefónne karty”). You can buy these at post
offices, newspaper stands, gas stations, supermarkets, etc.
♦
The three Slovak mobile phone operators very well cover Slovakia. Find out from your own
operator which Slovak network to choose, in order to use your mobile phone in Slovakia at a
lower cost.
♦
The Post
Mail boxes: in Slovakia, mail boxes are yellow and can be found along the street and in every Post
Office. Mail collection times are displayed on the boxes. Letters and cards need to have appropriate
stamp.
Stamps: You can buy stamps at any Post Office. Postage costs vary according to the weight of your
mail and its destination. All tariff rates are shown at www.posta.sk; e.g. a postcard or a letter from
Slovakia to other EU member state costs 20 Slovak crowns for up to 20g.
Delivery times: The time limit for Slovak postal services to deliver the letter allow 1 to 2 working
days for domestic deliveries; for international deliveries allow 3 to 7 working days (depending on the
country). In case of parcel the time limit is longer, i.e. 2 to 3 working days for domestic deliveries and
10 to 14 working days for international deliveries (depending on the country).
Internet
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Internet Cafes can be found in most cities throughout Slovakia. Rates may vary, but you will be
charged according to the amount of time spent using the computer.
♦
conditions:
- European Passport delivered by an official veterinarian of your country, recording the
following details:
- the batch number
- the date its booster vaccination is due (calculated by reference to the vaccine manufacturer’s
data sheet)
♦
For animals of less than 3 months old, and not inoculated: a general licence from the Member
state of destination will be necessary. It will be granted in the following cases: domestic
carnivores must be accompanied with a passport and must have stayed since their birth in the
place where they were born, or be accompanied by their mother.
Emergency service
Fire service
Police
Municipal police
Mountain rescue service
Helicopter emergency
service
Rescue number (specialists´
advices via phone - how to
give first aid and what to do
in life-threatened situations)
112 or 155
112 or 150
112 or 158
159
18 300
18 155
0850/111 313
General information about the Slovak Republic
All useful information helping you to plan your holiday in Slovakia you may find on the Slovak
national tourism portal:
http://www.slovakia.travel
It will show you what is worth seeing and advise you on how to get there. It is a new portal leading to
information, contacts, maps, product packages and photographs of Slovakia. All information are
available in several languages: Slovak, English, German, French, Russian, Hungarian, Polish and
Dutch.
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Accommodation
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Slovakia is one of the countries that offer lot of possibilities for tourists. Enjoyable stay waits
here for those who like historical sightseeing tours, sporting activities as well as those who like
shopping or nightlife. You can find here miscellaneous architecture, religious monuments,
gardens, mountains or caves for passive tourists as well as tourists engaged in sport.
♦
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If you are looking for information on Slovakia intended for tourist, you can visit following site:
http://www.slovakiatourism.sk/index?lang=en
♦
As for the accommodation, you can choose to stay in hotel, pension, hostel, boatel, motel,
campsite, etc. There are more than 2 500 accommodation facilities in Slovakia.
♦
Traveler’s checks such as Thomas Cook, American Express and Visa traveler’s checks are accepted at all
larger banks (VÚB, Tatrabanka, Slovenská sporiteľňa) and other exchange offices.
Hotel booking
♦
Hotels offer visitors services in the range of 1 – 5 stars.
♦
All hotels must have their rates on visible place, fully accessible for consumers.
♦
It is recommended to book your accommodation in advance mainly in the case that you travel to
Slovakia during the high tourist season. It depends if you visit Slovakia to enjoy swimming and
water sports, hiking, winter sports and so on, but usually the summer season is in July and August
and winter season is starts in December and ends in April.
♦
To book accommodation it is usually necessary to make a transfer of aliquot amount (generally
50%-100% of the price for particular accommodation) to the selected hotel.
♦
Some hotels require money transfer within 2 days that is why it is rather needed, when
transferring money through postal services or bank transfer, for example, to send a copy of the
transfer order by fax as well.
♦
In case of cancellation, cancellation fee has to be paid. Cancellation fee presents approximately
25%-100% of the price for the accommodation booked. It depends how soon the cancellation is
made. To pay the minimum fee, some hotels require submitting the cancellation over 60 days
ahead.
♦
If the booked hotel does not fulfill your expectations and you received or found misleading
information and pictures on the Internet or catalogue and this information differ from the reality,
you should complain to the hotel. If it is not solved, you can contact the Slovenká obchodná
inšpekcia (Slovak trade inspection).
♦
If you have booked the hotel through a travel agency, you should submit your complaint to the
particular travel agency first.
♦
Please remember that the hotel does not accept responsibility for items in a case of theft or
damage in all cases. You should ask at the reception desk or when making a reservation if you
should use safe in your room (if it is possible) or at the reception to avoid loosing your expensive
items.
♦
To choose a hotel or to make directly a reservation of accommodation, you can use following
links:
http://www.hotelsite.sk/search.php
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http://www.bratislavahotels.com/
http://www.bookings.sk/
http://www.hotel.sk/index.asp?lang=2
Camping
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Depending on the type of area and the season destined for it the campsites can be opened all year.
♦
When camping in the wild, make sure that camping is not forbidden, mainly in reservations and
areas with a risk of fire. When camping in reservations or without the agreement of the owner of
the site you can be fined.
♦
To find a suitable campsite in Slovakia you can use following links:
http://www.travelguide.sk/cag/default.asp?lang=eng&a=a
http://en.pensionhotel.cz/camp-slovakia-camp-z021116.html
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Travelling by train
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There is no doubt that the travelling by train is more comfortable than travelling by bus, for
example and it is surely less expensive for long trips.
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However the connection among smaller towns or villages is available only by bus, there are good
daily connections with most of the towns in Slovakia by train. To see the connections on a map,
you can visit this site: http://www.slovakrail.sk/fileadmin/Obrazky/mapa_velka.gif.
♦
Within 4-5 hours from Bratislava you can reach not only another part of the Slovakia and its nice
towns such as Košice or Poprad, for example, but also capitals of neighbouring countries like
Budapest, Prague, or you can be in Vienna within an hour if you wish so.
♦
There is only one company, which provides railway connections and it is ŽSR (Železnice
Slovenskej Republiky – Slovak Rail). To contact ŽSR you can call a non-stop service at 18188 or
by e-mail at [email protected].
Purchasing tickets
♦
To travel by train, you must have a valid ticket before boarding the train. You can purchase the
tickets at stations during opening hours or at the automatic ticket machines. There is a possibility
to purchase the ticket, for most of the connections, online as well.
♦
You can also buy a ticket after boarding the train, in some cases but it is necessary to contact the
train crew right after boarding the train. There might be trains where there is a wagon specially
marked and is assigned for supplementary sale of the tickets. Consumer is then obliged to board
such wagon first.
Validity of the ticket is stated on the ticket.
♦
Reservation of the seating
♦
There are trains where the reservation can not be done, but if there is a possibility, it is always
good to have one. Other vice, during the next stop you may be asked to get another seat if
someone with the reservation to that seat will board the train.
♦
If you do not have a reservation and you would like to leave your seat for a while, you can make
a reservation for your seat by putting your cloths on your seat or putting luggage under or above
your seat (unless anybody else with a valid reservation to your seat will come).
♦
If you are travelling during the weekend and on/around holidays, it is good to have a reservation
as the trains are usually full.
♦
♦
You are obliged to show your ticket to train crew upon request. If you do not have a valid ticket
during the inspection, you must pay a fine and provide an ID card (driving license, passport…) to
prove your identity. Fine for not having a valid ticket represents the price of the ticket without
discounts multiplied by 100. If the fine is paid directly to the train crew, the fine can be reduced
by 75% or if it is paid within 5 working days, it can be reduced by 50%.
There is a possibility for unused tickets to be refunded. In some cases the tickets are refunded
without a fee but a cancellation fee has to be paid. It represents 10% of the ticket, but not less
than 10 Sk.
Luggage
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Without an extra fee, you can take with you a personal luggage according to the space above your
seat or under your seat in the train. As the trains are different, it is necessary to ask for
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information before trip. The luggage cannot be placed so that it would occupy another seat, for
which you do not have the ticket. Luggage can be of a weight you are able to carry yourself.
Without an extra fee you can carry as a luggage a baby buggy, ski, or a musical instrument (1
piece of these for a person).
Where there is an obligation to make a reservation of the seat, there is also an obligation to make
a reservation of the place for a bike or baby buggy.
Animals
♦
You can travel with a dog without a pet carrier for a fee, which is a half of usual ticket for that
journey, but only if the dog has its muzzle on, is kept on a dog-lead and no other passenger
within the coupe is against.
♦
If there is no valid ticket for the dog, besides the ticked the passenger has to pay a special fee.
♦
Small pets can be transported in a pet carrier together with the passenger under the seat or on
knees without any fee but the pet carrier has to have a closed, impermeable bottom.
♦
Transport of ill animals is forbidden.
♦
In no way can pets occupy another seat.
Lost luggage
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If you have forgotten or lost your luggage on a train, you should contact the provider as soon as
possible as the luggage is kept at stations only for a very short time.
♦
To find connections online you should visit the following sites:
http://www.slovakrail.sk/sk/cestovny-poriadok-20062007
http://cp.atlas.sk/connform.asp?tt=a&cl=S&p=AT
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TOURISM IN SLOVENIA
Border controls
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Anyone (also EU/EEA nationals) wishing to enter the Republic of Slovenia is subject to border control.
Border control is organised at state borders and is only performed at designated border crossings. All
passengers are subject to control.
♦
In December 2007 the Republic of Slovenia will become a member of the Schengen area. In addition to
removal of border controls at common internal borders, the Schengen measures will establish common
rules on checks at the external borders, provide for a common visa policy and introduce accompanying
measures which will enable the lifting of internal border checks (in particular in the field of police and
judicial cooperation in criminal matters). The consequences will be common set of rules applying to people
crossing the external frontiers of the Member States being part of the Schengen area, separation at air
terminals and, where possible, at seaports of people travelling within the Schengen area from those arriving
from countries outside the Schengen area, and finally, harmonisation of the rules regarding the conditions
of entry and visas for short stays.
Regardless of the purpose of their entry into and stay in Slovenia, EU citizens may enter with a valid identity
card or passport. It is important always to carry your ID card or passport with you when staying in Slovenia in
case it is required by the police for inspection. It is also important at some airports, as airlines will insist on
seeing your ID or passport.
♦
Other aliens wishing to enter the Republic of Slovenia need a valid passport and a visa or residence permit,
unless otherwise stipulated by law or international agreement.
Residence permits
♦
In the first three months after entry, EU nationals may reside on Slovene territory without registering
residence; if the residence exceeds three months, persons must register their residence (i.e. submit an
application for the issue of a residence registration certificate) before the termination of the three-month
residence at the administrative unit where the person resided. They may apply for such certificate
immediately upon entering Slovenia. A certificate on registered residence may be issued to an EU national
who intends to reside, or already resides, in Slovenia for the purposes of employment or work, selfemployment, providing services, studies, family reunification, as well as to an EU national who has none of
the above reasons but would like to reside on the territory of Slovenia. The requirements for the issuing of a
certificate of registered residence depend on the purpose or reason for residence of an EU national in
Slovenia. The Slovenian Aliens Act also determines the period of validity of the issued certificate on
registered residence as well as the renewal of the certificate. The Aliens Act also defines a more convenient
regime for entry into and residence in Slovenia for family members of EU citizens, when compared to other
aliens. The family members of EU citizens do not need to be nationals of an EU member state in order to
get the more favourable treatment.
♦
An EU national who has been residing in Slovenia uninterruptedly for five years on the basis of a certificate
of registered residence and who is not likely to pose any threat to public order or national security may also
acquire a permanent residence permit with unlimited validity at the administrative unit in his area of
residence.
♦
Any alien who in accordance with the law does not need a permit to enter the country may stay in the
Republic of Slovenia for not more than 90 days in a period of six months.
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Customs Allowances
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There are no limits on what private persons may buy and take with them when they travel between EU
countries, as long as the products purchased are for personal use and not for resale, with exception of new
means of transport. VAT as well as possible other charges (e.g. excise duties on tobacco, alcohol …) will
be included in the price of the products in the Member State of purchase and no further payment of taxes
can be due in any other Member State.
♦
However, special rules apply in the case of goods subject to excise duty, such as alcoholic beverages and
tobacco products. If a private person purchases such products in one Member State and takes them to
another Member State, the principle that no excise duty has to be paid in the Member State of destination
only applies if the goods are for the traveller’s own personal use and transported by himself.
To determine whether these products are for the own use of a traveller, all the relevant factors must be taken into
account. These include:
- the commercial status of the holder of the products and his reasons for holding them;
- the place where the products are located or, if appropriate, the mode of transport used;
- any document relating to the products;
- the nature and the quantity of the products.
When exceeding the recommended quantities listed below, you must demonstrate that the goods are for your
own personal use:
- cigarettes: 800 pieces,
- cigarillos (cigars not exceeding the weight of 3 grams a piece): 400 pieces,
- cigars: 200 pieces,
- smoking tobacco: 1,0 kg
- spirits: 10 litres
- other alcoholic beverages than beer, sparkling wine or wine up to 22 % vol.: 20 litres,
- wine (including a maximum of 60 litres of sparkling wines): 90 litres,
- beer: 110 litres.
If your purchases are equivalent to or less than the quantities shown above, they will, generally speaking, be
considered for personal use. If you exceed these quantities you may have to prove that the goods are for your
personal use.
♦
Pre-enlargement EU Member States may apply special transitional arrangements for travellers returning
from other new Member States that joined EU on 1 May 2004, for as long as these new Member States
have not reached the minimum level of taxation for cigarettes or other tobacco products.
♦
Cash: The EU Council of Ministers on 12 July 2005 adopted a Regulation (Regulation No- 1889/2005, OJ
L 309, p. 9), which aims to introduce an EU-wide approach to controlling cash movements into and out of
the EU. The Regulation entered into force on 15 December 2005 and will be applicable in all Member
States as of 15 June 2007. The Regulation will oblige travellers entering or leaving the Community and
carrying any sum equal or more than €10,000 (or its equivalent in other currencies or easily convertible
assets such as cheques drawn on a third party) to make a declaration to the customs authorities. The
€10,000 threshold is high enough to save the majority of travellers and traders from disproportionate
administrative formalities.
♦
Animals: A Member State can allow travelling with a dog, a cat or a white skunk that is less than 3 months
old and has not been vaccinated for rabies, if the animal is accompanied with a passport and if it has not
been exposed to contact with wild animals that could be exposed to infection with rabies, or if it is
accompanied with its mother, which it still depends on. However, the Member State can decide not to allow
such travel.
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For travelling with an animal from or back to Slovenia, the animal has to be marked with a microchip or,
exceptionally, with a tattoed number. The animal has to be accompanied with a passport, issued by an official
veterinarian. The latest vaccination of the animal against rabies in accordance with the producer and the WHO
standards must be evident from the passport. The number of animals is limited (up to 5 animals).
♦
Medicines: Passengers are only allowed to bring the quantity of medicines that is in proportion with
personal use. If there is a check, you may have to provide your prescription, so you should bring it with
you.
♦
New means of transport: Where a new means of transport (car, boat, etc.) is purchased in another Member
State, VAT must be paid in the Member State of registration of the means of transport, at the rate of VAT
applied there.
A means of transport will be considered new where one of the following conditions is met:
-
vessels and aircrafts were supplied less than 3 months from the date of first entry into service and motor
land vehicles less than 6 months from the date of first entry into service;
-
motor land vehicles have not travelled more than 6000 kilometres; vessels have not sailed more than 100
hours and aircrafts have not flown more than 40 hours.
This means that a car, for example 2 years old, but has only travelled for 4000 km is still a new car for VAT
purposes. Similarly, a 4 months old car which has travelled 60000 km is still new for VAT purposes.
♦
For further information, please visit the Slovenian Customs Office at http://www.carina.gov.si/en/ (in
English) or contact them at [email protected].
Useful phone numbers and Links
Police emergencies (Policija)
Fire brigade (gasilci), Medical
emergency - first aid (Prva
pomoč)
AMZS - Automobile
Association of Slovenia:
113
112
112
1987
Slovenia interactive maps:
- http://zemljevid.najdi.si/?q= (enter the name of the place you are searching for)
- http://www.slovenia.info/?home=0&srch=1&srchtype=map&cat={C8D76C99-EA2E-4287-9AFAD49FB27FD000}&ygk=0&xgk=0&level=1
- Interactive Ljubljana City Map: http://www.ljubljana.si/en/maps/default.html
- Official Travel Guide of the Slovenian Tourist Board (English): http://www.slovenia.info/?lng=2
- Police (English) http://www.policija.si/en/
- Slovenian Government with some important links (English): http://www.gov.si/
- Taxies: a list of taxies can be found at the Official Travel Guide of the Slovenian Tourist Board
(http://www.slovenia.info/?lng=2)
If you are stolen or lose:
♦
Your documents: immediately report theft/loss at the nearest police station where they will give you a
receipt, then contact your embassy or consulate. Never leave your personal documents in your car. We
recommend that you have photocopies made of the documents you carry with you and that you leave the
originals at your hotel reception desk.
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Your keys or any other object: immediately report theft/loss at the police and ask them for contact
information of the lost property service of the city where you are.
♦
Your car: The police station will register your complaint, or will direct you to a wrecking service, if you
were badly parked and the vehicle has been towed.
♦
Your credit card: Cancel your credit card as quickly as possible, then make a statement at the Police station.
Phone your bank service or contact the issuer according to your type of card:
♦
Eurocard-mastercard http://www.mastercard.com/cgi-bin/rgn_emergserv.cgi
♦
Visa http://www.visaeurope.com/personal/ivelostmyvisa/main.jsp?src=home_page
♦
Diners club: 24/7 Phone: 386 1 5896 - 133; Fax: 386 1 5896 - 148; e-mail: [email protected]
♦
American express http://www.americanexpress.com/slovenia/homepage.shtml?location=globalsplash
+386 1 56 80300
♦
An animal: Contact the animal protection service of Ljubljana at:+386 41 751 722
♦
conditions:
- European Passport delivered by an official veterinarian of your country, recording the following details
- the batch number
♦
A traveller can carry up to five animals fulfilling the abovementioned conditions.
♦
For further information regarding travelling with animals do not hesitate to contact the Slovenian
Veterinary Office at [email protected].
Shopping
Opening hours
♦
Shipping centre’s general opening hours: Monday - Friday: 9 am – 9 pm, Saturday: 8 am – 8 pm, Sunday: 9
am – 3 pm, holidays closed. Other shops: Monday - Friday: 8 am – 7 pm, Saturday: 8 am – 1 pm, Sundays
and holidays closed. In larger towns there are certain smaller 24/7 (opened non-stop) shops. Food can also
be bought at certain 24/7 (opened non-stop) gas stations. Working hours are mostly nonstop without lunch
time closing.
♦
Banks’ general opening hours Monday - Friday: 8am to 12:30 am and 2 pm – 5 pm; Saturdays 8:30 am to
11/12 am; Sundays and holidays closed.
♦
Post offices’ opening hours in larger towns Monday - Friday: 8 am to 6/7 pm Saturday: 9 am to 12 am. Not
all post offices are open on Saturdays.
Holidays
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January 1 and 2
February 8
April 27
May 1 and 2
Pentecost
June 25
August 15
August 17
September 15
October 31
November 1
November 23
December 25
December 26
New Year's
Prešeren Day, Slovene cultural day
Easter Sunday and Monday
Day of Uprising against the Occupation
May Day holiday
Slovenia Day
Feast of the Assumption
Slovenians in Prekmurje Incorporated into the Mother Nation
Restoration of the Primorska Region to the Motherland
Reformation Day
All Saint's Day
Rudolf Maister Day
Christmas
Independence and Unity Day
Payment is in euros; most stores accept credit cards: AMERICAN EXPRESS, DINERS, MASTER CARD EUROCARD, and VISA.
VAT
There are two main rates of VAT in France. The base rate is 20 % and the reduced rate (especially for cultural
and food products) is 8,5 %. On some products, such as certain medicines, the rate is zero.
Shopper’s rights
♦
If you encounter a problem concerning a purchase you made in a shop in Slovenia, Slovenian law generally
applies. If there is a problem, there are several remedies.
♦
If the product has a defect or is not in conformance with the order (“stvarna napaka”), according to arts. 3737.č of the Consumers Protection Act, the consumer can demand repairment or replacement of the good, or
a partial or total refund can be obtained. The defect or non-conformity must have existed prior to the sale.
The defect must render the product unfit for normal use or unfit for intended use, if the seller was
acquainted with the intended use. The consumer must report the defect or non-conformance within 2
months from the time of discovering the defect or non-conformance and within 2 years from the buying the
goods. During the first 6 months, it is up to the business to prove that the goods delivered do in fact
conform to the order, or are fit for the normal purpose of the product. The seller must respond to the
consumer’s claims of defect or non-conformance of the product within 8 days, otherwise, it can be pursued
by the Market Inspectorate of the Republic of Slovenia in accordance with the criminal sanctions provided
in art. 78 of the Consumer Protection Act.
♦
If the product causes damage because it is defective (arts. 4-10 of the Consumer Protection Act): the trader
is responsible for damage caused by a defect in his goods, regardless of whether the damage was caused to
the buyer or to a third person. In the case of damage which is due to a defective product, the consumer has
the right to obtain a repair for of any damage suffered.
♦
It is possible for businesses to make goodwill gestures and give additional guarantees: e.g. “if you are not
satisfied you can return the items, and be reimbursed”. It is necessary in every case to refer to the general
conditions of the sales contract, or to inquire in the shop. If the trader has mentioned anything concerning
exchanges or refunds in his advertisements (either in the shop, or on the invoice or any on other material)
he has to follow this. Otherwise, he is liable for misleading advertising.
♦
When a good is faulty, it has to be explicitly designated as faulty. When a consumer buys such good, being
notified that the good was faulty and what the defect of the good was, the trader is not responsible for the
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defects that were explicitly made clear to the consumer. If you buy faulty goods without being alerted, your
rights for defect and non-conformance of goods still apply.
Sales
♦
The dates of sales periods are determined in Rules on season sales of textile goods and shoes issued by the
Slovenian Chamber of Commerce. Sales last for two weeks during July and January.
♦
There are no limitations regarding trader’s responsibilities for defect or non-conformance of goods sold
during sales. The customer has the same rights as usualy concerning defects and non-conformance.
♦
In the shop, the distinction between reduced and non-reduced items must be made clearly visible to the
consumer.
♦
♦
-
The previous price
-
The new price
In any case, always be careful when buying goods in sales and inspect them thoroughly!
Telephone and Fax
♦
The prefix for international calls to Slovenia is +386; the prefix for international calls from Slovenia is 00.
♦
Most telephone booths now take phone cards. You can buy these at Post-Offices and tobacco shops. You
can also make a phone-call from the Post Office.
♦
Slovenia is covered by various Slovenian mobile phone operators. Find out from your own operator which
Slovenian network to choose, in order to use your mobile phone in Slovenia at a lower cost.
The Post
Mail boxes: in Slovenia, mail boxes are yellow and can be found along the street and in every Post Office and
main train station. Mail collection times are displayed on the boxes.
Stamps: You can buy stamps at any Post Office and at certain tobacconists. Postage costs vary according to the
weight of your mail and its destination. All rates are shown at at http://www.posta.si/indexen.aspx?lang=EN
(English).
Delivery times: domestic deliveries are usually delivered the following day; for international deliveries allow 3
to 10 days.
Internet
♦
Internet Cafes can be found in most larger cities throughout Slovenia. Rates may vary, but you will be
charged according to the amount of time spent using the computer. To find an Internet Cafe ask at the local
tourist office or check the list at http://e-tocke.gov.si/index.php?id=49.
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Travelling by car
Papers
♦
The minimum age for driving in France is 17 years when an adult of at least 30 years having the driving
license for at least 7 years is present. The minimum age for driving without necessary presence of such an
adult is 18 years and 6 months. Children must be at least 12 years old to sit in the front seat. Under 12
years, they must be seated in the rear and, as in the front, use a seat belt, or an approved child seat.
♦
It is compulsory to carry your driving licence (vozniško dovoljenje), car registration papers (prometno
dovoljenje) and insurance documents. EU driving licences or International Driving Licences are accepted
for driving in Slovenia.
Speed limits
♦
On the Slovenian roads generally your speed is limited to:
-
-
50 kmph in residental areas
90 kmph on all roads where not otherwise indicated
-
100 kmph on the roads, reserved for motor traffic
-
130 kmph on motorways
-
25 kmph on cycle tracks
-
5 kmph in areas of traffic calming and pedestrian precincts
♦
Please note! In Slovenia, there are several fixed radar traffic detectors on the motorways and roads,
reserved for motor traffic, which photograph vehicles not complying with the speed limits. The positions of
these radar controls are usually indicated with the word RADAR.
♦
If you exceed the speed limit, you may be fined from 41,73 € to 500,75 €. Be aware also that, depending
on the speed, your licence as well as your vehicle can be confiscated (for speeds equal to, or exceeding 50
km/h over the limit).
♦
A policeman can impose a fine on the spot for traffic violations; if the fine is paid within 8 days it is
reduced by 50%. Foreign drivers who refuse to pay a fine on the spot can have their passport and other
documents taken from them and can be brought before a police court judge.
Traffic rules and safety
♦
Priority to traffic coming from the right applies, unless there is a road marking indicating that you have
priority.
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♦
It is compulsory to use the safety belt also at the back seat, provided that the car has safety belts at the back.
In the event of a police check, there will be a fine of 83,46 € for anyone not wearing a safety belt.
♦
Mobile telephones may not be used while driving, unless you are using a “hands free” system. In the case
of a police check, you may be fined with 83,46 € when disrespecting this rule.
♦
It is compulsory to have passing lights turned on while driving also during the day. The fine for not having
the lights turned on is 125,19 €. Fog lights can be used when visibility is reduced to less than 50 metres.
Foreign drivers are recommended to carry a spare set of electric bulbs for their vehicle (compulsory for
residents).
♦ From 15 November to 15 March and, beyond these dates, during winter weather conditions (e.g. during
snowfalls, black ice, etc.) private cars and vehicles up to 3.5 t must have winter equipment as follows:
- winter tyres on all four wheels or
- summer tyres on all four wheels + snow chains in car boot
In both cases, the minimum tyre tread depth must be 3 mm. Vehicles over 3.5 t must have winter tyres at least on
the driving wheels or summer tyres on all four wheels + snow chains in car boot. This regulation now applies to
vehicles with foreign registration plates but only during winter weather conditions (e.g. during snowfalls, black
ice, etc.)
♦
While reversing all four indicators must be switched on.
♦
If a vehicle breaks down at night and its technical condition does not make possible the use of all four
indicators, the driver must, beside using the warning triangle, adequately mark the broken down vehicle (a
yellow flashing light, a torch).
♦
If the driver refuses to comply with the police officers order, continues to drive and with his driving or
vehicle obstructs or threatens traffic safety, his vehicle is removed from traffic and retained up until 24
hours. If the fine is paid immediately, it is reduced by 50 %.
♦
Driving restrictions for all vehicles exceeding 7.5 tons of the maximum permitted mass are in force every
Sunday and every bank holiday from 06.00 to 22.00 and every Saturday form 06.00 to 13.00.
Alcohol and drugs
♦
♦
Permitted Alcohol Content in Blood:
0.5 gram alcohol per a kilogram of blood for all drivers of private vehicles and motorcycles
0.0 gram alcohol per a kilogram of blood for all professional drivers (C,D,E).
Fines for driving with excess alcohol in the blood are from 125,19 up to 500,75 € and for driving under the
influence of drugs minimum of 500,75 € and suspension of the driving license.
Traffic accident
♦
If you are involved in an accident in Slovenia, you should immediately notify the police (dial 113). The
police will also notify the emergency rescue.
♦
You have to wait at the scene of the accident until the police arrives and must not drink alcoholic beverages
or use drugs while waiting. You may only leave the scene of the accident in order to assist the injured and
in order to notify the police. After that you must immediately return to the scene of the accident.
♦
Your insurance should cover any injury or damage that you may cause to another party and may include
cover of any legal costs that may be incurred. Please check details with your insurer before travelling to
Slovenia.
♦
Your agent should provide you with a Green Card (“zelena karta”) which must be displayed in the car
windscreen. This serves as proof of valid liability insurance and is accepted throughout Europe in countries
which are signatories of the Green Card System. It is not mandatory to have a Green Card when travelling
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within the EU if you bring your certificate of insurance. However, a Green Card can serve as easily
recognisable proof of third party insurance.
♦
The insurance agent will also provide an accident report sheet which should always be kept in the car.
Slovenian insurance association has implemented the European report sheet on a car accident, prepared by
the international organisation of European insurance associations - Comité Européen d'Assurances (CEA).
♦
The report sheet is to be filled out at the scene of the accident; it is purely a statement of facts not an
establishment of blame. But do not sign any paperwork if you do not understand it, it can be used as
evidence. Information required includes: place of accident, names of witnesses, names of drivers with
driver licence details, and details of the insurers. Try to be as precise as possible in the description of the
accident.
♦
In the event of an accident with no serious injuries, and if both drivers agree on the facts, there is no
obligation to contact the police, however all parties must still complete the accident report in order to
benefit from insurance.
♦
Both parties then sign the completed document. If a driver refuses to sign the form, make a note of the
registration number and take the details of any witnesses or police officers.
♦
Once the form has been successfully filled in, you have to immediately return it to your insurer. If neither
driver has a report form available then the report can be done by letter.
♦
If it is a serious accident, and you need to be hospitalised, the authorities will deal with the paperwork on
your behalf. If you are not hospitalised, but feel the consequences of a shock etc. get a medical certificate
stating your injuries.
♦
In case of an accident in Slovenia, as a general rule, Slovenian law will apply to determine responsibilities
and compensation of undergone damages.
♦
If you are not responsible for the accident, the directive 2000 / 26 / EC of May 16, 2000 allows you to
demand a compensation in your country of place of residence.
♦
Your insurer, or yourself, should contact the representative of the opposite insurance company in your
country. Every European insurer indeed has to appoint a competent correspondent in the other member
states. You should receive an offer of compensation . If you have difficulties to find the coordinates of this
interlocutor, you should contact the body created for that purpose in your country.
♦
If the accident was caused by an uninsured or unidentifiable car, you are entitled under Community law to
compensation from the motor vehicle guarantee fund of your country.
Toll Roads
♦
A motorway (avtocesta) on which tolls are charged is indicated usually by a green sign
♦
Blue signs indicate roads, reserved for motor traffic (cesta, rezervirana za motorna vozila) on which no toll
is charged.
♦ Toll can be payed the following ways:
-
using an Electronic ABC tag (1st class vehicles only - the automatic cash-free toll collection system
(ABC system) the transfer is conducted via automatic communication between the electronic tag in the
vehicle and the antennas by the ABC track, where you can drive up to 40 km/h on express lanes and up
to 5 km/h on combined lanes on toll stations)
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-
using DARS card or DARS card Transporter (usage: drive up to the toll booth and lift the card up to the
spacial device. The gate opens and the toll charge gets deducted from the card. After the card gets
empty, there is no reason to throw it away - one can always fill it with a desired amount at any toll
station)
-
by credit cards (accepted credit cards are: Activa, American Express, Diners, DKV, Eurocard
Mastercard, EuroShell, Magna, NLB group, OMV, Ressa, UTA, Visa)
-
with Monthly Toll Passes (Frequent motorway users with a 1st or 2nd toll class vehicle can pay tolls in a
monthly lump sum for one toll road or a particular section of the toll road between two toll stations. A
monthly toll pass is valid only for a determined vehicle and a particular section of the toll road; the pass
is not transferable. Monthly toll passes are paid for one calendar month in advance. The pass price is set
by multiplying the toll for the motorway or its section by 40.)
-
in cash (accepted currencies: EUR, USD, CHF, HRK)
♦
When you enter the motorway, at the first toll station, you will take a ticket from the gate machine. The
price is based on the distance travelled and category of the vehicle (car, camper, caravan, lorry …etc).
Automatic toll machines, as well as toll stations with personnel, take credit cards or coins and give change;
and, if required, receipts. You do not have to sign a receipt when you use a credit card. Note, however, that
debit cards are not accepted.
♦
For more information on toll, including stations and prices, visit:
http://www.cestnina.si/Default.aspx?lang=2.
Petrol/Fuel
♦
Generally fuel is more expensive along the “” than at supermarkets.
SLO
EN
Neosvinčen bencin
Unleaded gazoline
95 ali 98
95 or 98
Diesel
Avtoplin (LPG, GPL)
♦
DE
Bleifreies Benzin
95 oder 98
Diesel fuel
LPG
Diesel Kraftstoff
LPG
Major credit cards are accepted. Generally you can pay at the booth, or in certain cases by inserting your
card into the machine near the pumps.
Parking in Slovenia
♦
Pay-meters: Parking-meters (“parkomati”) are common in larger cities in Slovenia. It is possible to pay by
cash or by mobile phone. Be sure to have enough change as the parking-meters do not return any change!
In the future it will be possible to pay by a special chip-card. The menues on the parking-meters are
available in English, German and Italian. Every machine is also equiped with a telephone number for
additional information or to report defect. Possible times of parking are from 30 up to atmost 120 minutes.
Unless indicated otherwise, parking is free of charge from 7pm to 9am and on weekends, public holidays,
and during the whole of August. Smaller towns often offer free parking from noon to 1.30pm. The tariff
and time limit are written on the machine.
♦
The fine for prohibited parking is 41,73 €.
♦
Important: illegally parked vehicles may be wheel-clamped or towed. If your car is wheel-clamped in
Ljubljana, you can call 01 2300160 or go to Blagajna lisic, Mačkova 1, Ljubljana for payment (working
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hours – weekdays 6-22, weekends and night hours 22-6 on Krekov trg Ljubljana). If your car is towed in
Ljubljana, you can call 01/257 30 92 or 051/358 832 or go to Blagajna pajkov, Cesta dveh cesarjev,
Ljubljana. In such case, 66,77 € will have to be paid if the car is towed and 35,47 € if it was wheelclamped (70,94 € if it happened during Sunday, holidays or night hours). A list of towed vehicles for
Ljubljana can be found at: http://www.jh-lj.si/index.php?p=8&k=549.
Car rental
♦
If you rent a vehicle, you should know that it is always the paper contract which you sign in the agency
when picking up the car that prevails. This is especially true for prior bookings made via Internet. Therefore
you should always verify that the final contract includes all the options which you prior selected on
Internet. Do not hesitate to take time to read again the contract, to ask questions on the coverage of
insurances signed etc.
♦
♦
Another advice: ask for the opening hours of the agency, to be able to return the car in person. If you leave
the vehicle on the parking of the company outside the opening hours, you can be held responsible for
damages caused to the vehicle.
Important phone numbers:
Police emergencies (Policija)
Fire brigade (gasilci),
Medical emergency - first aid
(Prva pomoč)
AMZS - Automobile
Association of Slovenia –
Road Assistance
AMZS – Traffic Information
ETC
(Electronic
Toll
Collection) Information
113
112
112
1987
+386 (0)1 530 53 00
080 1503
Reports on road traffic conditions on radio Slovenia: Radio Slovenia: 88.5, 90.0, 91.8, 92.9, 94.1 and 96.4 MHz
FM - tourist information - every day 9.35 a.m. and at 6.35 p.m.
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Travelling by plane
♦
New regulations from the European commission, and the Montreal Convention, have strengthened air
passengers’ rights. Here you will find the main information that you need if you decide to travel by plane to
Slovenia.
Before departure
Arrival at the airport
♦
By car: From Ljubljana take the Motorway E61; follow directions to Brnik, which are clearly signposted.
The airport is 26 km North of Ljubljana Centre. You also have the possibility of rent-a-car services. For
more information check the Ljubljana Airport website: http://www.lju-airport.si/eng.
♦
By bus: There are frequent bus connections between Ljubljana Airport and the City of Ljubljana and Kranj.
You can check the schedules on the Ljubljana Airport website: http://www.lju-airport.si/eng/.
♦
Unfortunately, it is impossible to take a train to the Ljubljana airport.
♦
The Slovenian airline company Adria Airways organizes passenger transport to Ljubljana Airport and back
from Zagreb, Croatia. Transportation must be reserved at least 24 hours in advance. All information is
available at their website.
At the airport
♦
You must check-in at the latest half an hour before scheduled departure at the Ljubljana Airport. However,
you should check in for your flight early enough to fulfill all the airport formalities. In general, the deadline
for flight check-in is one half to one hour before departure. Precise requirements for individual carriers are
usually given in the timetable. On international flights, passengers are usually required to check in two
hours before their flight, and on domestic flights one hour before departure. The required time for check-in
depends on the requirements of the individual airport, the airline and the destination.
♦
Baggage is limited in quantity, weight and size in accordance with rules of individual airline companies. In
general, passengers are allowed to take one piece of hand baggage, which must be small enough to fit in the
overhead compartment. The rest of the baggage travels in the cargo hold. Usually the weight of baggage
allowed to go in the cargo is written on the flight ticket. The airline company might charge you extra when
your baggage exceeds the limitations in quantity, weight and size.
♦
Baggage must be clearly marked with your name and address.
♦
You are allowed to carry on board free of charge certain personal items, such as laptops, coats, umbrellas,
crutches, cameras etc. There might be some restrictions regarding personal baggage.
♦
If you travel with Adria Airways, you can find information on their restrictions and limitations regarding
baggage on their website.
If you realise you have to change or cancel your flight:
♦
Is there any reason why you will not be able to embark on the scheduled flight which you reserved, and for
which you have already paid? Inform the airline company or the travel agency as soon as possible. If you
make your request sufficiently early, you may even be able to avoid cancellation costs.
♦
If you only wish to postpone your journey and use your ticket later, you may be able to do so as long as it is
still valid; but you may have to pay an administration fee to change your booking.
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♦
According to Slovenian legislation, you can cancel your flight at the latest 24 hours before a local flight and
48 hours before an international flight and still receive reimbursement. The airline company can withhold
up to 10% of the price paid and up to 5% in cases of higher force (e.g. illness of the consumer).
♦
If you travel with the Slovenian airline company Adria Airways you may return your ticket for a refund at
the latest 36 months after the date of issue. You will have to pay an administrative fee though. Please note
that promotional tickets etc. may not be refundable. Refer to the general terms and conditions of Adria
Airways, or contact them.
♦
Important! If you plan to travel on board a non regular flight (a “charter”) and you need to cancel your
journey, your ticket may not be refundable and you might not be able to obtain any reimbursement – unless
you signed a cancellation insurance, which covers you in certain cases (illness, notably).
♦
Nevertheless, if you book your flight via travel agency and you cancel it within a certain time in advance of
your travel date (this varies, depending on the travel agencies’ conditions), it will sometimes be possible for
you to obtain a partial refund. You should refer to, and compare, the general terms and conditions of
different agencies.
If you wish to give your ticket to another person:
-
The airline company can only refuse transfer of a plane ticket if it provides justifiable reasons.
-
You can be asked to pay additional costs for the transfer.
-
If the ticket was reserved via a travel agency, a transfer may also be possible - except if the agency
excluded this possibility in its general terms and conditions, or if the date of departure is too close.
♦
The airline company has an obligation to comply with the published schedules. However, in certain
circumstances their liability can be limited; e.g. if the customer or a third party is at fault.
-
-
if the departure is from a third country outside the EU to an airport within the EU, and the flight is made
by a European company
♦
You have the right to immediate assistance on the part of the airline company, provided that delay is of:
-
-
3 hours or more for the flights of more than 1500 km inside the EU, and those between 1500 km and
3500 km outside the EU
-
♦
This assistance consists of supplying food and drinks in a sufficient quantity, taking into account the delay;
as well as paying for the means of communication so that you can inform your relatives or any other person
of the delay (telephone, e-mail, and fax). If the delay is of one or several nights, you must be offered the
nights in a hotel and the transfer from the airport to the hotel.
♦
In any case, when the delay is announced to be more than 5 hours, the company has to offer you a choice
between:
-
a full refund of your plane ticket for the one or any parts of the journey which you can no longer use,
and for the one or any parts of the journeys already made but which you could no longer use, based on
the initial flight plan (the refund has to be made within 7 days);
-
a return flight to your point of departure.
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♦
The airline company has to supply you with the same level of assistance that they have to supply in the case
of a delay of more than 5 hours. In addition with the choices offered in the delay of more than 5 hours, they
have to give you the additional choice of re-routing to your final destination at the earliest opportunity or at
a later date – in accordance with your convenience (subject to availability of seats).
♦
Furthermore, you have the right to claim compensation of:
-
-
-
♦
If another flight is offered to you, and if the time of your arrival is not later than the time of arrival of the
original reserved flight, this compensation can be decreased to the level of 50 %.
♦
Please Note! You can not ask for this compensation if you were warned of the cancellation of the flight:
-
-
between 2 weeks, and less than 7 days before, if an offer of rerouting was made to you for the same date:
but, with a departure schedule allowing you to leave as soon as possible, and in any case, between 2
hours before the original departure time; to arrive at your final destination at the latest 4 hours after the
original arrival time; or,
-
Within less than 7 days, if a re-routing was offered to you for the same date; but with a departure
schedule allowing you to leave not more than 1 hour prior to the original departure time, and arriving at
your final destination 2 hours at the latest, after the original arrival time
♦
The airline company will not have to pay the compensation if the cancellation is due to a case of higher
force (extraordinary circumstances that could not have been avoided).
♦
The compensation can be made in cash, by credit transfer or cheque. A voucher refund can be made only
with your written agreement.
Damages
♦
In case of delay, if you suffer additional damages, articles 17, 19 and 22 of the Montreal Convention of
June 28th 2004 allow a right to compensation. The compensation for damages suffered by passengers is
though, limited to 4150 special drawing rights (SDR), about 4900 € (1SDR = 1,18 €).
♦
In case of the loss or delay or of luggage or in case of damaged luggage, you have to report it immediately
to the baggage service at the airport and fill in a complaint form. If the lost luggage is found, the company
has an obligation to deliver it to the address mentioned on the complaint form and should do this without
charging any fee. If because of the delay in delivery, you have extra expenses (you were obliged to buy
clothes, basic necessities, etc. …) and the delay was more than 21 days, the carrier would have to pay
compensation of up to a maximum of 1000 SDR per passenger. However, you have to be able to prove the
damages. Therefore remember to keep receipts and invoices.
♦
Your request for compensation in case of damaged luggage must be sent to the airline at the latest 7 days
from receiving the luggage and in the case of lost luggage at the latest 21 days following the recovery of the
luggage.
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♦
You reserved a plane ticket but when arriving at the check in desk, they told you there were no more seats
available on the plane? You have the right receive the assistance, refund or re-routing, compensation (as
listed above).
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Health care
♦
If you are a citizen of the European Union or European economic area and you have a compulsory health
insurance, in case you get sick in Slovenia or are victim of an accident, you will be able to claim medical
services in public health institutions and from private doctors who have made a contract with the Health
Insurance Institute of Slovenia (ZAVOD ZA ZDRAVSTVENO ZAVAROVANJE - ZZZS) on the basis of
the European health insurance card (EHIC) .
♦
The card is available at your health insurance board. It’s an individual card so each member of your family
should have one. It’s valid one year and for free but it is not given automatically so think of asking your
social security centre a few weeks before leaving.
♦
You can get refund for the needed medical expenses if you presented the European Health Insurance
Card (EHIC) before the treatment to the doctor or in a hospital in Slovenia. This card replaces the E111
form and other EU forms (E110, 119, etc).
♦
The reimbursement will take place as if you were compulsory insured in Slovenia. Services of urgent
medical treatment are entirely covered by the compulsory health insurance and therefore require no
additional payments. Other necessary services are only provided free of charge up to a certain percentage,
so that for some medical services, the difference to the full price has to be paid by the citizen which
depends on individual cases and amounts from 5 % to 75 % of the value of the medical service or
appliance.
♦
In Slovenia, when visiting public health institutions and private doctors who have made a
♦
contract with the ZZZS, foreign insured persons will claim medical services on the basis of the EHIC. If the
stated documents are submitted, such persons will not have to pay for medical services, except for the costs
of additional payments. In the case foreign insured persons will have to pay for the costs of medical
services because they will not have the necessary documents on hand or because they will claim medical
services from a private doctor without a contract with the ZZZS, they will be able to submit an application
for the reimbursement of their costs n their native country.
♦
If you’re coming from a country that isn’t a Member State of the European Union and your home country
has no special agreement with Slovenia in regard to social insurance, you are not protected by the
compulsory health insurance in Slovenia. Since you will have to pay the costs for the medical treatment
yourself, we recommend you to take out private health insurance cover to meet any medical or
repatriation costs.
♦
There is a large network of pharmacies in towns and cities, and although the opening hours are generally
like the other shops (from 8 am to 7/8 pm), there is always an emergency pharmacy at night, every Sunday,
and during the holidays. The address of the nearest emergency pharmacy is usually written on the door of
the closed ones; otherwise ask at the police station.
TTO
OU
URRIISSM
M IIN
N SSLLO
OVVEEN
NIIAA
♦
To obtain certain types of medicines, a prescription provided by a doctor is needed. Other medicines are
freely sold and can be then supplied to you over the counter. The pharmacist will be able to give you any
further information.
Emergency numbers
Prva pomoč (medical emergencies): 112
European emergency line: 112

Basic information on tourism in EU countries as well as in Iceland

Transcription

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